This job offer is not available in your country.

Technical Support Analyst II

Reed Elsevier Shared Services (Philippines) Inc CompanyPHL, RE Shared Services, Iloilo

4 days ago

Job description

Job Summary :

As a Technical Support Analyst II (TSAII), you will provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Additionally, you will provide exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention. You will utilize multiple communication channels : telephone, e-mail and chat support using multiple CRMs.

Accountabilities :

With the customer’s best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer’s question and / or technical challenge
Accurately document all customer interaction, research and resolution.
Acquire product knowledge to competently demonstrate the products and services we sell
Assist customers with installation of product user interface and site navigation.
Internal systems knowledge such as CRM, billing, admin tools, website and production systems.
Provide login, search, usability, and technical support for multiple proprietary products and services
Provide high quality customer support to internal and external customers via phone, email, and chat
Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
Perform basic browser troubleshooting
Handle billing need such as payments, research, invoices, and usability of online billing tool
Escalate issues to second level team when necessary

Qualifications :

Bachelor's degree holder or Completed at least 2 years level in College (no back subjects / incomplete units)

Strong customer focus to interact with customers

Problem Solving and basic technical skills

Excellent Customer Service skills.

Excellent written and verbal communication skills.

Ability to multi-task and handle incoming calls as well as emails

Customer Service / Team Player oriented

Professional attitude and positive demeanor at all times.

Ability to work independently on assigned projects.

Open to working weekends and shifting schedule

Must be in current role for 1 year

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]

Knowledge in programming language a plus (but not required)

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams .

Please read our .

Create a job alert for this search

Technical Support • PHL, RE Shared Services, Iloilo