Tech customer spt Coordinator 1

2 days ago

Manila, National Capital Region, Philippines Remitly Full time $70,000 - $120,000 per year

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

Qualifications:

  • 2 or 4 year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred – or equivalent job experience. 

  • 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.

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