Technical Support Representative II

2 weeks ago

Quezon City, National Capital Region, Philippines Reed Elsevier Full time
Job Description

As a Technical Support Analyst II (TSAII), you will provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Additionally, you will provide exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security, and record retention. You will utilize multiple communication channels: telephone, e-mail, and chat support using multiple CRMs.

Responsibilities:

  1. With the customer's best interest in mind, the TSA shows outstanding problem-solving and technical skills to effectively solve customer's questions and/or technical challenges.
  2. Accurately document all customer interactions, research, and resolutions.
  3. Acquire product knowledge to competently demonstrate the products and services we sell.
  4. Assist customers with installation of product user interface and site navigation.
  5. Internal systems knowledge such as CRM, billing, admin tools, website, and production systems.
  6. Provide login, search, usability, and technical support for multiple proprietary products and services.
  7. Provide high-quality customer support to internal and external customers via phone, email, and chat.
  8. Train, support, research, resolve, and respond to inquiries and escalations received from internal and external customers.
  9. Handle billing needs such as payments, research, invoices, and usability of online billing tools.
  10. Escalate issues to the second-level team when necessary.

Qualifications:

  1. 1 year customer service in technical contact center environment or equivalent training.
  2. Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units).
  3. Strong customer focus to interact with customers.
  4. Problem-solving and basic technical skills.
  5. Excellent written and verbal communication skills.
  6. Ability to multi-task and handle incoming calls as well as emails.
  7. Customer Service / Team Player oriented.
  8. Professional attitude and positive demeanor at all times.
  9. Ability to work independently on assigned projects.
Work Location

2nd Floor Building H, UP Ayala Technohub, Commonwealth Ave., Quezon City, Metro Manila, Philippines.

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