Technical Support Representative

Reed Elsevier Shared Services (Philippines) Inc Company; Iloilo City; On-site; PHP 320,000 - 460,000; Full time

Job summary

The LexisNexis Technical Support Representative role provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. The position requires to utilize skills from training, education, experience or certifications to fulfill their daily responsibilities.

In addition, this position will work in a team environment maximizing individual and team performance.

Qualifications

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units).
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Responsibilities

• Assists with account related issues including ID/password assistance and modification of account users and product accesses
• Processes trial requests and other online product related inquiries
• Generates user list and related reports
• Ensures customers are provided with the requested information
• Ensures all customers’ claims and queries are satisfactorily investigated and resolved
• Initiates the escalation process for unresolved customer problems
• Maintains appropriate licenses, training and/or certifications, as needed
• Applies experience and skills to complete assigned work within area of expertise
• Works within standard operating procedures and/or analytical methods
• Works with a moderate degree of supervision
• Applies analytical and technical skills to perform a variety of activities
• Has good understanding of how the team integrates with others
• Recognizes and solves routine problems that can occur in own work area with or without supervisory approval; evaluates and selects solutions from established operating procedures
• Uses communication skills and common courtesy to exchange information

Skills

Communication skills

Analytical skills

Quick learner of AI tools

Technical support

Education

Bachelor's degree / 2 years college

Job description

The LexisNexis Technical Support Representative role provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. The position requires to utilize skills from training, education, experience or certifications to fulfill their daily responsibilities. In addition, this position will work in a team environment maximizing individual and team performance.

Accountabilities

• Assists with account related issues including ID/password assistance and modification of account users and product accesses
• Processes trial requests and other online product related inquiries
• Generates user list and related reports
• Ensures customers are provided with the requested information
• Ensures all customers’ claims and queries are satisfactorily investigated and resolved
• Initiates the escalation process for unresolved customer problems
• Maintains appropriate licenses, training and/or certifications, as needed
• Applies experience and skills to complete assigned work within area of expertise
• Works within standard operating procedures and/or analytical methods
• Works with a moderate degree of supervision
• Applies analytical and technical skills to perform a variety of activities
• Has good understanding of how the team integrates with others
• Recognizes and solves routine problems that can occur in own work area with or without supervisory approval; evaluates and selects solutions from established operating procedures
• Uses communication skills and common courtesy to exchange information

Qualifications

Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units) Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

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