Technical Support Specialist I — Software & Networking

RELX International; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

LexisNexis in Manila seeks a Technical Support Assistant to deliver high-quality telephonic technical support across software, network, and database issues. You will install/uninstall software remotely, assist with billing and account queries, and escalate unresolved problems while maintaining customer satisfaction.

Ideal candidates have at least 2 years in TSR/CSR, excellent verbal and written communication, and the ability to learn enterprise AI tools.

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 able to multi-task
• Excellent verbal and written communication skills
• Experience in financial management or accounting software platforms (e.g., QuickBooks) is an advantage
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows
• Proficiency in CRM and Microsoft Office with good keyboard skills
• Ability to research and obtain necessary information using provided resources
• Ability to follow instructions and document interactions
• Energetic, positive, self-motivated
• Willing to be cross-skilled/upskilled
• No reliability/attendance issues
• Must be in current role for 1 year with PDP rating of at least 3.0
• Must not have disciplinary action in past 12 months
• Must not have any attendance issues in past 12 months
• Must not be enrolled in any PIP in last 12 months
• Must have a successful or above rating in last Enabling Performance cycle

Responsibilities

• Provide high quality telephonic technical support for software, network, database, browser, and operating system issues
• Install/uninstall software via remote session and escalate as needed
• Analyze technical, billing and accounting issues and work towards resolution
• Assist with account related issues including ID/password and billing/invoice support
• Share skills and knowledge to improve team performance
• Maintain positive relationships with internal and external contacts to promote customer satisfaction
• Ensure compatibility of customer systems with LexisNexis products and perform mandatory callbacks
• Escalate unresolved issues to the correct department
• Maintain and troubleshoot customer databases
• Handle product installation, upgrades, and basic migration tasks

Skills

Verbal communication

Written communication

Multi-tasking

Customer service

Research skills

Microsoft Office

Education

Bachelor's degree or 2 years college

Tools

CRM

Microsoft Office

Accounting software (QuickBooks)

Job description

LexisNexis in Manila seeks a Technical Support Assistant to deliver high-quality telephonic technical support across software, network, and database issues. You will install/uninstall software remotely, assist with billing and account queries, and escalate unresolved problems while maintaining customer satisfaction.

Ideal candidates have at least 2 years in TSR/CSR, excellent verbal and written communication, and the ability to learn enterprise AI tools.