Technical Support Representative
This role delivers high-quality technical support to customers via phone, ensuring timely problem resolution while meeting or exceeding department targets to support and grow LexisNexis revenue. The TSR is also responsible for escalating unresolved issues to the appropriate teams.
The position requires the application of technical knowledge gained through training, education, experience, or certifications. In addition to technical support, the TSR assists with account-related concerns such as login credentials, billing inquiries, and general account services.Team members with advanced expertise are expected to contribute to knowledge sharing and continuous team development.
Working in a collaborative environment, the TSR uses strong communication, analytical, and technical skills to support software and web-based products, including installation, navigation, upgrades, and database maintenance. The role also involves basic accounting analysis and report review, while maintaining positive relationships with internal and external stakeholders to ensure customer satisfaction.
Key Responsibilities
Software Support- Guide customers through product features and functionality
- Perform remote software installation and uninstallation
- Troubleshoot technical, billing, and accounting concerns
- Escalate issues as needed
- Participate in beta testing and documentation of new products
- Identify whether issues are network-related or device-specific
- Assist with drive mapping, folder permissions, and Windows security settings
- Maintain and troubleshoot database integrity
- Resolve issues related to web-based products
- Ensure system compatibility
- Conduct follow-ups through required callbacks
- Provide support across the latest Windows operating systems
Qualifications:
- Bachelor's degree holder or Completed at least 2 years level in College (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)
- Demonstrates knowledge and proficiency in CRM, Account Programs, and Microsoft office applications, with excellent keyboard skills
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
- Excellent verbal and written communication 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