Job Description

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 General Profile
• Has developing proficiency in a range of processes or procedures through job-related training and on-the-job experience
• Works within defined processes and procedures or methodologies and may help determine the appropriate approach for new assignments

Recommended Skills Functional Knowledge:

• Requires proficiency in a range of analytical and technical processes or procedures to carry out assigned tasks
• May have specialized external certification

Business Expertise:

• Has a good understanding of how the team integrated with others to achieve department objectives

Leadership:

• Guides junior team members

Problem Solving:

• Performs moderately complex and varied tasks

Impact:

• Impacts the quality and quantity of own work and its contribution to the team

Interpersonal Skills:

• Uses communication skills to effectively exchange information; uses tact and diplomacy when dealing with others

This position is under the LexisNexis Risk Solutions Operations. LexisNexis Risk Solutions is a leader in providing essential information that helps customers across all industries and government predict, assess and manage risk. Combining cutting-edge technology, unique data and advanced scoring analytics, we provide products and services that address evolving client needs in the risk sector while upholding the highest standards of security and privacy.

Responsibilities:

• Multi-skilled to support Risk Narrative customers
• Installation, training and providing technical support to multiple level end users in diverse technical areas
• Provides exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention.
• Ability to provide effective customer support through multiple communication channels, including chat, email, and telephone.
• Strong customer focus including multiple internet browsers packages
• Assist customers with training of product and services ordering, interpretation and site navigation.
• Effectively troubleshoot and resolve web-based applications including browser configuration.
• Research order requests to ensure timely delivery to our customers.

• Contact customers to respond to inquiries, status and escalation outcome.

• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the approved CRM.
• Perform other duties as assigned.

Qualifications:

• Bachelor's degree in any field or at least 2 years completed in college with no back subjects/incomplete units.
• At least 1 year customer service in technical contact center environment or equivalent training (2 years preferred)
• Internet Connectivity Customer Service is a plus.
• Background of the US Insurance industry is preferred.
• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.
• Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST.
• Must ability to work quickly in a fast paced environment; work well as a team member and work well independently.
• Excellent written and verbal communication
• Excellent customer service skills
• Excellent in multi-tasking
• No attendance issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• REPH Employee with minimum of 1-year tenure in the current role.
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must have a successful or above rating in the last Enabling Performance cycle

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