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Technical Customer Support Coordinator I - Manila Onsite
Provide technical support for LexisNexis software, accounts, networks, and databases. Resolve customer issues by phone through troubleshooting, installations, escalations, and product guidance.
विवरण
- Deliver high-quality technical support and resolve customer issues by phone
- Meet or exceed department objectives that support LexisNexis revenue
- Start escalation procedures for unresolved customer concerns
- Handle account support, including ID and password assistance, billing, invoices, and general services
- Support software and web-product navigation, installations, upgrades, database maintenance, and migrations
- Review basic accounting information and reports
- Guide customers through product features and functionality
- Install and remove software during remote support sessions
- Refer issues to the appropriate department
- Assess technical, billing, and accounting concerns and work with end users to resolve them
- Coordinate beta testing and document selected new LexisNexis products
- Determine whether problems originate from the network or the local computer
- Apply restrictions involving drive mapping, folder permissions, sharing, and Windows security
- Maintain and troubleshoot customer databases
- Investigate technical problems with LexisNexis Online products
- Confirm customer computer compatibility with LexisNexis products
- Follow up on customer concerns through required callbacks
- Support multiple recent versions of Windows
- Build and maintain positive relationships with internal and external contacts
- Collaborate with the team to strengthen individual and collective performance
आवश्यकताएँ
- Bachelor's degree in any field, or at least two years of college completed without back subjects or incomplete units
- At least two years of TSR or CSR experience
- Strong attention to detail with the ability to multitask while communicating with customers and documenting interactions
- Excellent verbal and written communication skills
- Experience with financial management or accounting platforms such as QuickBooks is preferred but not required
- Ability to quickly learn and use enterprise AI tools and technologies
- Proficiency with CRM systems, account programs, and Microsoft Office applications
- Excellent keyboarding skills
- Ability to research and retrieve required information from available resources
- Ability to ask all relevant questions
- Ability to follow instructions for complete note entry, record disposition, and recommendations
- Energetic, positive, and self-motivated approach
- Willingness to develop additional skills or take on upskilling as needed
- Reliable attendance and punctuality with no reliability issues
- Completion of all assigned tasks
- At least one year in the current role with a PDP rating of 3.0 or higher
- No disciplinary action within the previous 12 months
- No attendance or punctuality issues within the previous 12 months
- No enrollment in a Performance Improvement Plan during the previous 12 months
- Successful or above rating in the most recent Enabling Performance cycle
लाभ
- Benefits specific to the country of employment
- Accommodation or adjustment support during the hiring process
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