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RELX
RELX
Skilled Worker Visa SponsorConsultingHealthcareInsurance
RELX develops information-based analytics and decision tools for professional and business customers worldwide. Its products combine specialized content, data, and technology to support better decisions and stronger outcomes across Risk, Scientific, Technical & Medical, Legal, and Exhibitions. RELX also operates across consulting, healthcare, and insurance-related markets, helping organizations improve productivity, manage risk, advance research, support legal work, and conduct more effective business transactions.
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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.

PHPhilippinesOn-siteFull-timeJuniorMiddleEnglish RequiredIT Support

Description

  • 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

Requirements

  • 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

Benefits

  • Benefits specific to the country of employment
  • Accommodation or adjustment support during the hiring process

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