Research Expert

The Research Expert provides new and existing customers with the best possible service in relation to creating searches, alerts/tracks, service requests, document delivery and product usability including ticket escalations. You are expected to provide product and service information to customers and identify upselling opportunities to maintain and increase income streams from customer relationships.

Accountabilities:

• Assisting customers telephonically or non-telephonically with service and support issues.

• Diagnose and resolve problems utilizing department tools, resources, business judgment and expertise, resulting in increased customer confidence with LexisNexis products

• Recommend products or features that may benefit the customer.

• Escalate any system issues after thorough troubleshooting

• Has no supervisory responsibilities

Qualifications:

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

• Minimum of 2 years BPO experience (Technical, Sales, Finance, or Legal background is a plus)

• Excellent verbal and written communication skills

• Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organization

• Strong analytical, quantitative and deductive reasoning skills

• Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends

• Ability to work with leadership teams

• Flexible with schedule

• Highly Collaborative

• Passionate – Driven and committed to exceed goals, with energy that inspires others

• Curious – Have a passion for continuous learning and improvement

• Accountable – Get things done, takes ownership and committed to make things happen

• Team player – Think and act for the greater good and accept collective responsibility

• Courageous – Does the right thing, in the right way for the right reasons

• Customer-centric – Understands the value for customers and have customer experience at the heart of what he/she does

• Focused – ability to keep going in the face of adversity

• Adaptable and can quickly change course when required

• 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

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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