Technical Support Specialist (AI Tools) | Post‑Sale Help

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

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.