Technical Support Representative (Iloilo)

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Iloilo City; On-site; PHP 223,000 - 402,000; Full time

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking a Technical Support Representative to deliver post-sale technical support, including installation, troubleshooting and ongoing maintenance of LexisNexis products.

The role emphasizes teamwork, process adherence, and the use of established procedures to resolve routine customer issues. The candidate should have 1–2 years of BPO/TSR experience, solid communication skills, and the ability to learn AI-enabled workflows quickly.

Qualifications

• Bachelor's degree holder or completed at least 2 years level in college
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• 1-2 years BPO experience (TSR experience)
• Above average communication skills
• Basic trouble shooting skills (portal navigation, downloading reports from website)

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

Skills

Enterprise AI tools

Communication skills

Troubleshooting

Education

Bachelor's degree or 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

• 1-2 years BPO experience (TSR experience)

• Above average communication skills

• Basic trouble shooting skills (portal navigation, downloading reports from website)