Technical Support Representative I

RELX International; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

LexisNexis in Manila seeks a Technical Support Assistant to deliver high-quality telephonic technical support across software, network, and database issues. You will install/uninstall software remotely, assist with billing and account queries, and escalate unresolved problems while maintaining customer satisfaction.

Ideal candidates have at least 2 years in TSR/CSR, excellent verbal and written communication, and the ability to learn enterprise AI tools.

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 able to multi-task
• Excellent verbal and written communication skills
• Experience in financial management or accounting software platforms (e.g., QuickBooks) is an advantage
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows
• Proficiency in CRM and Microsoft Office with good keyboard skills
• Ability to research and obtain necessary information using provided resources
• Ability to follow instructions and document interactions
• Energetic, positive, self-motivated
• Willing to be cross-skilled/upskilled
• No reliability/attendance issues
• Must be in current role for 1 year with PDP rating of at least 3.0
• Must not have disciplinary action in past 12 months
• Must not have any attendance issues in past 12 months
• Must not be enrolled in any PIP in last 12 months
• Must have a successful or above rating in last Enabling Performance cycle

Responsibilities

• Provide high quality telephonic technical support for software, network, database, browser, and operating system issues
• Install/uninstall software via remote session and escalate as needed
• Analyze technical, billing and accounting issues and work towards resolution
• Assist with account related issues including ID/password and billing/invoice support
• Share skills and knowledge to improve team performance
• Maintain positive relationships with internal and external contacts to promote customer satisfaction
• Ensure compatibility of customer systems with LexisNexis products and perform mandatory callbacks
• Escalate unresolved issues to the correct department
• Maintain and troubleshoot customer databases
• Handle product installation, upgrades, and basic migration tasks

Skills

Verbal communication

Written communication

Multi-tasking

Customer service

Research skills

Microsoft Office

Education

Bachelor's degree or 2 years college

Tools

CRM

Microsoft Office

Accounting software (QuickBooks)

Job description

Job Description

Technical Support Assistance - provider of technical support to customers through voice, chat and email interactions

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.

Responsibilities

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 systems

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

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