Technical Customer Support Coordinator I

RELX International; Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

RELX International in Manila is seeking a proactive Technical Support Representative to deliver high-quality telephonic technical support and problem resolution across software, network, database, browser, and operating system issues. The role involves account assistance, billing inquiries, and effective escalation when needed.

The ideal candidate has 2+ years in TSR/CSR, strong communications, and familiarity with CRM and MS Office.

Qualifications

• Bachelor’s degree holder or 2 years college with no back subjects/incomplete units.
• At least 2 years TSR/CSR experience.
• Detail oriented and able to multi-task while documenting interactions.
• Excellent verbal and written communication skills.
• Experience with accounting software like QuickBooks is an advantage.
• Willing to learn enterprise AI tools and technologies for workflow support.
• Proficient with CRM and MS Office applications with strong keyboard skills.
• Ability to research and gather information using provided resources.
• Ability to ask relevant questions and provide complete notes and recommendations.
• Must have a stable attendance record and be in current role with PDP rating where applicable.

Responsibilities

• Provide high quality telephonic technical support and problem resolution.
• Assist with account-related issues including ID/password and billing inquiries.
• Escalate unresolved issues to appropriate departments.
• Collaborate with team to improve knowledge and performance.
• Navigate software and web products, install/upgrade, and perform basic troubleshooting.

Skills

Communication skills

Multi-tasking

Detail orientation

Problem solving

Team player

Customer service

Education

Bachelor’s degree or 2 years college

Tools

CRM

Microsoft Office

Accounting software (QuickBooks)

Job description

Job Description

This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems.

Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and team performance.

Using effective communication, technical and analytical skills, the representative provides technical support including but not limited to software and web products navigation, product installation and upgrades and database maintenance and migration. It also deals with basic accounting and reports analysis. The TSR also initiates the escalation process for unresolved issues. In keeping with Reed Elsevier values and competencies, the TSR develops and maintains positive working relationships with all contacts, both internal and external, to promote customer satisfaction and maximize individual and team performance.

This position provides high quality telephonic technical support for the following categories:

Software

• Navigates and walks through a customer on product features and attributes
• Installs/Uninstalls software via remote session
• Escalates issues to the correct department as necessary
• Analyzes technical, billing and accounting issues at hand and work with end-users efficiently towards a resolution
• Initiates beta testing and documentation of new LexisNexis products (selected service group/s)

Network

• Isolates and determines whether the issue lies on the network or on a local computer
• Disseminates and applies limitations on drive mapping, folder permissions, sharing and windows security

Database

• Upholds the integrity of the customer’s database through necessary maintenance and troubleshooting

Browser

• Examines technical difficulties experienced by customers who are using LexisNexis Online products
• Ensures compatibility of the customer’s computer with our products
• Follow up with customer’s issue through mandatory callbacks

Operating System

• Works through different Windows most recent operating system

Qualifications

• Bachelor's degree holder in any field or completed at least 2 years level in college (with no back subjects/incomplete units)
• At least 2 years of TSR/CSR experience
• Must be detail oriented and knows how to multi-task (communicating with the customer while documenting the interaction)
• Excellent verbal and written communication skills
• Experience in financial management or accounting software platforms, such as QuickBooks is an advantage but not required.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Demonstrates knowledge and proficiency in CRM, Account Programs, and Microsoft office applications, with excellent keyboard skills
• Ability to research and obtain necessary information using provided resources
• Ability to ask all relevant questions
• Ability to follow instructions for entering complete notes and make appropriate record disposition and recommendation
• Energetic, positive thinking and self-motivated
• Willing to be cross-skilled/upskilled if needed
• No reliability/attendance issues
• Do tasks as assigned
• Must be in current role for 1 year with a PDP rating of at least 3.0
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must have a successful or above rating in the last Enabling Performance cycle

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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