Research Analyst

1 week ago

Manila, National Capital Region, Philippines Private Advertiser Full time ₱350,000 - ₱600,000 per year

Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of disciplines. Developing professional role with working knowledge in own discipline and broadens capabilities. Fully proficient in theories & processes. Typically follows prescribed guidelines or procedures to resolve problems. Works with a moderate level of guidance. Can train or mentor new colleagues.

Accountabilities:

The role will provide technical assistance and support to LexisNexis Risk Solutions customers. This role involves troubleshooting problems, maintaining products and services, managing incidents, delivering timely solutions, and consistently ensuring a high level of customer satisfaction.

  • Respond to customer inquiries via phone and email.
  • Diagnose and resolve customer production issues and concerns on LN Risk Insurance Products.
  • Document and track customer issues and resolutions in the ticketing system.
  • Escalate complex issues to higher-level support teams when necessary.
  • Conduct remote troubleshooting and provide clear instructions to customers.
  • Maintain up-to-date knowledge of company products and services.
  • Collaborate with other team members and/or departments to improve support processes and the customer experience.

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, Computer Engineering or other related field.
  • Proven experience in technical support for at least 2 years.
  • Excellent problem-solving and communication skills.
  • Ability to work independently and as part of a team.
  • Customer-focused with a strong commitment to providing exceptional service.
  • Knowledgeable in XML, SOAP UI, Web Services, SFTP, or other systems or technologies.
  • Knowledgeable in SalesForce, Outlook or other ticketing tools.
  • Ability to proactively identify customer issues and work independently to resolve them.
  • Excellent communication and problem-solving skills. Experience tailoring messages to all levels of the customer organization from developers and testers to executives.
  • Critical and analytical thinking.
  • Curiosity. Someone who proactively seeks knowledge to better understand products, systems, and processes.
  • Schedule: Must be amenable to work in Night Shift

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