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Customer Systems Engineer

Customer Systems Engineer

RELXManila
16 days ago
Job description

Provide technical customer support on a second level capacity across multiple disciplines.

  • Responds to incidents and addresses service requests.
  • Responsible for Project Management - Identifying and solving project-related problems to ensure smooth execution and successful completion.
  • Follow security guidelines for the proper delegation of accounts and privileges.
  • Actively participates in team meetings and activities.
  • Foster strong, positive relationships with development teams, peers, L2 teams, and End users, emphasizing collaboration and open communication.
  • Responsible for the ongoing management and maintenance of the LN Product environment.
  • Provide system maintenance by performing routine / monthly maintenance on IT systems and hardware including updates, patches, backups and / or installations
  • Provide professional, clear, concise, and timely status communication to relevant parties on issues and workload summaries
  • Provide excellent customer service to end users including responding to inquiries and requests in a timely and professional manner.
  • Proactively seeks opportunities to improve system operations, with a particular emphasis on automation and cost reduction.
  • Maintain necessary licenses, training, and certifications.
  • Apply experience and skills to complete tasks within your expertise.
  • Follow standard operating procedures and analytical methods.
  • Work under minimal supervision.
  • In keeping with RELX Reed Elsevier values and competencies. Customer Systems Engineers develop and maintain positive relationships to promote customer satisfaction and team performance.
  • Customer Systems Engineers at this level must undergo training from senior CSE reps to effectively fulfill their responsibilities and deliver excellent customer service.

Qualifications :

  • Bachelor's degree holder or Completed at least 2 years level in College (no back subjects / incomplete units)
  • 2 – 3 years of related experience in telephonic, helpdesk, or customer contact positions.
  • Experience in TSR I support roles for LexisNexis or other tech support products.
  • Excellent verbal, written, and interpersonal communication skills.
  • Customer service orientation with strong troubleshooting abilities.
  • Experience / background in Automation Fundamentals, Process Excellence or similar learning on Process Improvement and Automation a plus
  • Background on Gen AI Tools, LLM console, Copilot, ChatGPT is a plus
  • Experience in telephonic, live chat, and email support.
  • Experience in 2L, Product Support or Subject Matter Expert roles is a plus.
  • Background in SQL and CRM applications.
  • Strong customer relationship-building skills.
  • Proficient in PC knowledge, Windows OS, Internet, and web browsers.
  • LexisNexis product experience is a plus.
  • Strong analytical skills for resolving customer issues.
  • 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.

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    System Engineer • Manila