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Technical Customer Support Coordinator (Risk Narrative)

Technical Customer Support Coordinator (Risk Narrative)

RELXManila
21 days ago
Job description

Accountabilities :

Provide advanced second level support to Frontline Representatives for LexisNexis products.

Direct contact with technical and business teams to resolve production issues quickly.

Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.

Assist customers with installation / training.

Analysis of new product releases / patches, informing Frontline and Premier Representatives on new features, bug fixes, etc.

Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.

Meet / Review customer enhancements with Product Management team, tracking and following through to resolution.

Participate in preparation for product launches.

Serve as the subject matter expert regarding all platforms and changes through engagement with management and product owners.

Accurate documentation in the appropriate systems such as Salesforce and JIRA

  • Risk Narrative Platform (fraud detection, risk management, financial crime prevention) : Errors with searches, give correct steps to the customers.

Qualifications :

  • Bachelor’s Degree (in any field) or at least 2nd year college completed (with no back subjects / incomplete units)
  • Open to fresh graduates
  • 1+ year customer service in technical contact center environment or equivalent training.

    Knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges).

    Advanced Troubleshooting Skills Training.

    Advanced customer service Training.

    Experience in handling escalated customer support calls, recognized as being Customer Service / Team Player oriented.

    Proven customer service skills with excellent written and verbal communication skills.

    Outstanding presentation and training skills.

    Ability to work independently and multi-task, handling calls and emails.

  • Self-motivated with a 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
  • Willing to work on business unit holidays and / or render overtime when necessary
  • Must be in current role for 1 year
  • Must not have received any Disciplinary Action within the past 12 month
  • 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
  • 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 .

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