RELX Group Global Support Analyst - Mandarin Speaking in Hong Kong, Hong Kong
Global Support Analyst - Mandarin Speaking
Location: Hong Kong, Hong Kong
This position provides the first line escalation point for customer service issues. Provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching and training for online products, batching and FTPs, gateways, XML web services, etc. Provides exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention. This position also assist with processing and distributing inbound leads, capturing basic information from the prospective client and utilizing business rules to assign the lead to the appropriate sales channel for follow up.
With the customer's best interest in mind, the Global Support Analyst shows outstanding problem solving and technical skills to effectively solve customer's question and/or technical challenge
Accurately document all customer interaction, research and resolution
Provide login, search, usability, and technical support for multiple proprietary products and services.
Provide high quality customer support to internal and external customers via phone, email, and chat
Acquire product knowledge to competently demonstrate the products and services we sell
Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers.
Assist customers with installation of product user interfaces and site navigation
Identify issues and causes as well as resolutions for access issues, search/data issues, etc.
Perform basic browser troubleshooting
Review XML logs and transactions
Research and qualify new business opportunities in accordance with approved guidelines
Assign leads to the appropriate sales channel using sales assignment tools
Warm phone transfer prospective clients to appropriate sales reps for follow up
Update and monitor client and prospective client information in internal systems
Knowledge-based articles and document translation and ongoing upkeep
Utilize multiple support tools for different products and services
Handle billing need such as payments, research, invoices, and usability of online billing tool
Escalate issues to second level team when necessary
Special projects as assigned
1 year customer service in technical contact center environment or equivalent training, 2 years preferred
Bi-lingual English and Mandarin required
Preferred 2 or 4 year degree
Strong customer focus and excellent customer service skills to interact with internal and external customers
At least 1 year experience working with a CRM
Problem solving and basic technical skills
Preferred knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges)
General knowledge of XML processes
Proficient with Microsoft Office applications (including Word, Excel, PowerPoint and Outlook
Excellent written and verbal communication skills
Ability to multi-task and handle incoming calls as well as emails
Customer Service/ Team Player oriented
Professional attitude and positive demeanor at all times
Ability to work independently on assigned projects
At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries. For more information, please visit www.lexisnexisrisk.com .
LexisNexis Risk Solutions is 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or firstname.lastname@example.org .