Technical Support Specialist I: Billing & Solutions

Reed Elsevier Shared Services (Philippines) Inc Company; Manila; On-site; PHP 279,000 - 446,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

Reed Elsevier Shared Services (Philippines) Inc Company is seeking a Technical Support Assistant to provide high-quality telephonic, chat, and email support. The role includes software navigation, remote installations, and issue escalation to protect LexisNexis revenues while assisting with account-related tasks.

The ideal candidate has a Bachelor's degree or 2 years of college, at least 2 years TSR/CSR experience, and strong communication skills.

Qualifications

• Bachelor's degree holder or 2 years college with no back subjects/incomplete units.
• At least 2 years TSR/CSR experience.
• Detail oriented and able to multi-task (communicating with customer while documenting).
• Excellent verbal and written communication skills.
• Experience in financial management or accounting software such as QuickBooks is an advantage.
• Ability to quickly learn and apply enterprise AI tools and technologies.
• Proficient in CRM, Account Programs, and Microsoft Office applications, with strong keyboard skills.
• Ability to research and obtain necessary information using provided resources.
• Willing to be cross-skilled/upskilled if needed.
• No reliability/attendance issues in past 12 months.

Responsibilities

• Provide high quality telephonic technical support across categories: software navigation, installation/uninstallation via remote session, and escalation when needed.
• Analyze technical, billing, and accounting issues to reach resolutions.
• Assist with beta testing and documentation of new LexisNexis products.
• Isolate network vs local computer issues and apply access restrictions as needed.
• Ensure compatibility of customer systems with LexisNexis Online products.
• Follow up on issues with mandatory callbacks and maintain accurate records.
• Support various Windows operating system versions and configurations.

Skills

Verbal communication

Written communication

CRM

Microsoft Office

Analytical skills

Multi-tasking

Customer service

Education

Bachelor's degree or 2 years of college with no back subjects

Tools

CRM software

Microsoft Office

QuickBooks

Job description

Reed Elsevier Shared Services (Philippines) Inc Company is seeking a Technical Support Assistant to provide high-quality telephonic, chat, and email support. The role includes software navigation, remote installations, and issue escalation to protect LexisNexis revenues while assisting with account-related tasks.

The ideal candidate has a Bachelor's degree or 2 years of college, at least 2 years TSR/CSR experience, and strong communication skills.