Tech customer spt Coordinator 1

4 weeks ago

Manila, National Capital Region, 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): Ensure correct steps are provided to customers when there are search errors.

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

  • Will 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 months

  • 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

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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