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Technical Support Rep

1 month ago

Iloilo City, Western Visayas, Philippines RELX Full time

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.

Required availability:

After the training period, will be assigned to 8 PM to 8 AM shift Eastern Time.

Nice to have skills and experience:

Knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges).

Your responsibilities:

  1. With the customer's best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer's question and/or technical challenge.
  2. Accurately document all customer interaction, research, and resolution.
  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 tool.
  10. Escalate issues to second level team when necessary.

Qualifications:

  1. 1 year customer service in technical contact center environment or equivalent training, 2 years preferred.
  2. 2 or 4 year degree preferred or equivalent experience.
  3. Strong customer focus to interact with customers.
  4. Problem solving and basic technical skills.
  5. Ability to multi-task and handle incoming calls as well as emails.
  6. Customer service / team player oriented.
  7. Professional attitude and positive demeanor at all times.
  8. Ability to work independently on assigned projects.

LexisNexis, a division of RELX, is 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. 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: https://forms.office.com/r/eVgFxjLmAK, or please contact 1-855-833-5120.

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