Tech customer spt Coordinator 1

4 weeks ago

Iloilo City, Western Visayas, Philippines RELX Full time
Accountabilities
  • Provide advanced second level support to Frontline Representatives for LexisNexis products.
  • Direct contact with technical and business teams to resolve production issues quickly.
  • Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
  • Assist customers with installation/training.
  • Analysis of new product releases/patches, informing Frontline and Premier Representatives on new features, bug fixes, etc.
  • Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
  • Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.
  • Participate in preparation for product launches.
  • Serve as the subject matter expert regarding all platforms and changes through engagement with management and product owners.
  • Accurate documentation in the appropriate systems such as Salesforce and JIRA.
  • Risk Narrative Platform (fraud detection, risk management, financial crime prevention): Errors with searches, give correct steps to the customers.
Qualifications
  • Bachelor's Degree (in any field) or at least 2nd year college completed (with no back subjects/incomplete units).
  • Open to fresh graduates.
  • 1+ year customer service in technical contact center environment or equivalent training.
  • Knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges).
  • Advanced Troubleshooting Skills Training.
  • Advanced customer service Training.
  • Experience in handling escalated customer support calls, recognized as being Customer Service / Team Player oriented.
  • Proven customer service skills with excellent written and verbal communication skills.
  • Outstanding presentation and training skills.
  • Ability to work independently and multi-task, handling calls and emails.
  • Self-motivated with a positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST.
  • Must be able to work quickly in a fast-paced environment; work well as a team member and work well independently.
  • Willing to work on business unit holidays and/or render overtime when necessary.
  • Must be in current role for 1 year
  • Must not have received any Disciplinary Action within the past 12 month
  • Must not have any Attendance and Punctuality issues in the past 12 months
  • Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months

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