·        The primary task of RBI Technical Support Representative I (Online Support) is to manage and answer customer requests for assistance either by email or over the phone. RBI Technical Support Representative I (Online Support) will assist customers set up new accounts, manage user access and passwords, coordinate with different department under the PSPF line of support and answer all product and usability queries.

·        The secondary tasks involved is typically the record keeping of all the transactions with customers. Wherein the RBI Technical Support Representative I (Online Support) must accurately manage customer data in Sales Force for as its data repository or also known as Customer Relationship Manager Program.

In line with the responsibility of keeping with Reed Elsevier Shared Services Philippines core values and competencies, the TSRs develops and maintains positive working relationships with all contacts, both internal and external, to promote customer satisfaction and maximize individual and team performance. Technical Support Representative I (Online Support) performing at this level is required to undergo training and certification to fulfill their daily responsibilities and deliver excellent customer service.

To provide Accuity customers with a high level of customer services responding to all enquires received via inbound telephone calls and email

To provide first level contact and convey resolutions to Accuity customer issues

Manage and Handle both inbound telephone calls and emails for the Global Accuity Customer Service inbox both on technical aspect and product inquiries while managing high level of customer care

Manage and maintain systems used to issue login credentials, user changes and user requirements for a variety of online lookup tools

Work alongside colleagues in the APAC, EMEA and US Region

Properly escalate unresolved queries to the next level of support through tracking issues, routing and redirecting problems to correct resources as needed

Update customer data and produce activity reports through Sales Force, ensuring proper recording, documentation, and closure

Follow up with customers, provide feedback and see problems through to resolution

Recommended workflow modifications or improvement as deemed necessary to improve processes

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