Technical Support Representative I

RELX; Quezon City; On-site; PHP 290,000 - 446,000; Full time

Job summary

RELX is seeking a Technical Support Assistant to provide high quality telephonic technical support across software, network, browser and OS issues. You will assist with account-related tasks such as ID/password recovery and billing support, escalating complex problems as needed.

You will work in a team, applying CRM and Microsoft Office skills to document interactions, maintain records, and contribute to improving customer satisfaction and staff knowledge.

Qualifications

• Bachelor’s degree holder in any field or completed at least 2 years of college
• At least 2 years of TSR/CSR experience
• Excellent verbal and written communication skills
• 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

Responsibilities

• Provide high quality telephonic technical support for software, network, browser and operating system issues
• Assist with account-related issues including ID/password and billing support
• Escalate unresolved problems to the appropriate department
• Document interactions and maintain accurate notes in the CRM

Skills

Verbal communication

Written communication

Multi-tasking

Detail oriented

Education

Bachelors or 2 years college

Tools

CRM

Microsoft Office

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
• 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

• We are delighted to offer country specific benefits.

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