Tech Support Coordinator (Entry Level) — Fast-Paced Impact

RELX; Philippines; On-site; PHP 180,000 - 300,000; Full time

Job summary

RELX Philippines is seeking an entry-level, post-sale technical support specialist for the Product Support team. You will handle first-response support, triage, and analysis, following established procedures to gather information and resolve issues.

You will manage inbound tickets and calls from institutional administrators, faculty, and staff, collaborating with Product Support, Engineering, and other teams to build diagnostic expertise across Interfolio & Pure’s suite of products.

Qualifications

• Bachelor’s degree or equivalent in any field or at least 2 years completed (with no back subjects/incomplete units).
• At least 1-2 years BPO experience (Customer Service-Technical Support).
• Excellent communication skills, both written and verbal.
• Experience with SAS, Salesforce, Jira or Zendesk is an advantage.
• Ability to learn and apply enterprise AI tools and technologies to support technical workflows.

Responsibilities

• Provide initial technical support and handle routine post-sale support assignments.
• Perform case intake, triage, and analysis to fully understand reported issues.
• Collect and condense evidence from clients (logs, steps to reproduce, screenshots).
• Ask clarifying questions and reproduce issues when possible to remove ambiguity.
• Research issues using documentation, internal resources, and prior cases.
• Summarize cases and outline root causes for escalation to next-tier support.
• Triage and resolve support cases for institutional administrators, faculty, and staff.
• Maintain friendly, empathetic, and professional communication, including during high-escalation scenarios.
• Collaborate cross-functionally with Product Support, Engineering, Product, and other teams.
• Proactively propose improvements to support workflows and customer experience.

Skills

BPO experience

Excellent communication

English proficiency

Analytical thinking

Troubleshooting

Education

Bachelor's degree or equivalent

Tools

SAS

Salesforce

Jira

Zendesk

Job description

RELX Philippines is seeking an entry-level, post-sale technical support specialist for the Product Support team. You will handle first-response support, triage, and analysis, following established procedures to gather information and resolve issues.

You will manage inbound tickets and calls from institutional administrators, faculty, and staff, collaborating with Product Support, Engineering, and other teams to build diagnostic expertise across Interfolio & Pure’s suite of products.