Technical Support Representative I

RELX International; Philippines; On-site; PHP 357,000 - 580,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

LexisNexis is seeking a Technical Support Assistant to provide high quality telephonic and online technical support across software, network, and OS topics. The role emphasizes accurate problem resolution, escalation when needed, and collaboration within a team to enhance customer satisfaction.

Candidates should have a degree or 2 years of college, 2+ years TSR/CSR experience, and strong communication, documentation, and accounting software familiarity. Benefits are location-specific.

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.
• Detail oriented and can multi-task while communicating with customers.
• Excellent verbal and written communication skills.
• Experience with accounting software such as QuickBooks is an advantage.
• Ability to learn and apply enterprise AI tools for technical workflows.
• Proficient in CRM, Account Programs, and Microsoft Office with strong keyboard skills.
• Ability to research and obtain information using provided resources.
• Ability to ask relevant questions and document interactions clearly.
• Energetic, self-motivated, and willing to upskill.
• No reliability/attendance issues; able to complete tasks as assigned.
• Must be in current role for 1 year with PDP rating ≥ 3.0; no disciplinary actions in past 12 months.
• Must not have attendance/punctuality issues or be on any PIP in the last 12 months.
• Must have a strong performance rating in the last Enabling Performance cycle.

Responsibilities

• Provide high quality telephonic technical support across software, network, database, browser, and OS topics.
• Assist with account issues including ID/password, billing/invoice, and general account services.
• Escalate unresolved problems to the correct department and document the resolution.
• Share knowledge with team to improve overall staff expertise.
• Maintain positive working relationships with internal and external contacts to promote satisfaction.

Skills

Verbal communication

Written communication

Attention to detail

Multi-tasking

CRM proficiency

MS Office

QuickBooks

AI tools knowledge

Education

Bachelor's degree or 2 years college

Tools

CRM systems

Accounting software (QuickBooks)

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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