Technical Support Assistance - provider of technical support to customers through voice, chat and email interactions

This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems.

Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and

team performance.

Using effective communication, technical and analytical skills, the representative provides technical support including but not limited to software and web products navigation, product installation and upgrades and database maintenance and migration. It also deals with basic accounting and reports analysis. The TSR also initiates the escalation process for unresolved issues. In keeping with Reed Elsevier values and competencies, the TSR develops and maintains positive working relationships with all contacts, both internal and external, to promote customer satisfaction and maximize individual and team performance.

Responsibilities:

This position provides high quality telephonic technical support for the following categories:

Software  

• Navigates and walks through a customer on product features and attributes  

• Installs/Uninstalls software via remote session  

• Escalates issues to the correct department as necessary  

• Analyzes technical, billing and accounting issues at hand and work with end-users efficiently towards a resolution  

• Initiates beta testing and documentation of new LexisNexis products (selected service group/s)  

Network  

• Isolates and determines whether the issue lies on the network or on a local computer  

• Disseminates and applies limitations on drive mapping, folder permissions, sharing and windows security  

Database  

• Upholds the integrity of the customer’s database through necessary maintenance and troubleshooting  

Browser  

• Examines technical difficulties experienced by customers who are using LexisNexis Online products  

• Ensures compatibility of the customer’s computer with our products  

• Follow up with customer’s issue through mandatory callbacks  

Operating System  

Works through different Windows most recent operating systems

Qualifications:

• Bachelor's degree holder in any field or completed at least 2 years level in college (with no back subjects/incomplete units)

• At least 2 years of TSR/CSR experience

• Must be detail oriented and knows how to multi-task (communicating with the customer while documenting the interaction)

• Excellent verbal and written communication skills

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

• Demonstrates knowledge and proficiency in CRM, Account Programs, and Microsoft office applications, with excellent keyboard skills

• Ability to research and obtain necessary information using provided resources

• Ability to ask all relevant questions

• Ability to follow instructions for entering complete notes and make appropriate record disposition and recommendation

• Energetic, positive thinking and self-motivated

• Willing to be cross-skilled/upskilled if needed

• No reliability/attendance issues

• Do tasks as assigned

• Must be in current role for 1 year with a PDP rating of at least 3.0

• 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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