· 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 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 Applicant Request Support Form 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 here . Please read our Candidate Privacy Policy . We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.