Tech Support Specialist — AI Tools & Product Guidance

RELX INC; Manila; On-site; PHP 357,000 - 536,000; Full time

Job summary

RELX INC in Manila is seeking a dedicated customer service professional to handle inquiries via live chat and email, provide first‑level troubleshooting, and manage the CIRIUM customer service queue. You will update tickets, track data, and collaborate with Americas and EMEA/APAC teams to ensure timely resolutions.

The role requires a minimum 2 years of customer support experience, strong communication, and familiarity with ticketing systems.

Qualifications

• Bachelor's degree holder in any field.
• At least completed 2nd year college (with relevant experience) but should have relevant experience.
• Minimum of 2 years Customer Support Experience (customer service/technical support experience).
• Experience in email and ticket management is an advantage.
• Aviation background is preferred.
• Excellent Communication Skills.
• Demonstrated knowledge and proficiency in Microsoft Office applications.
• Knowledge in Salesforce, JIRA, Confluence is a plus.

Responsibilities

• Provide CIRIUM customers with a high level of customer services responding to all enquiries via live chat and/or email.
• Provide first level contact and convey solutions to CIRIUM customers through troubleshooting intermediate product issues.
• Manage and handle both inbound telephone calls and emails for the CIRIUM Customer Service queue both on technical aspects and product inquiries while managing high level of customer care.
• Manage and maintain helpdesk ticket tracking software used; update customer data and produce activity reports, ensuring proper recording, documentation and closure.
• Follow up with customers, provide feedback and see problems through to resolution.
• Work alongside colleagues in the Americas and EMEA/APAC Client Services teams.
• Escalate unresolved queries to the next level of support through tracking issues, routing and redirecting problems to correct resources as needed.
• Recommend workflow modifications or improvement as deemed necessary to improve processes.
• Access and entitlement related issues/cookie reset/browser cache management, password reset and user change, add/remove user.
• Assist on the request/User List, Usage report Access Setup (Internal and External), Product guidance and
• Product guidance and support, product and content questions

Skills

Excellent communication skills

Customer service experience

Email management

Learning new tools

Aviation background

Education

Bachelor's degree in any field

Completed 2nd year college (with relevant experience)

Tools

Salesforce

JIRA

Confluence

Job description

RELX INC in Manila is seeking a dedicated customer service professional to handle inquiries via live chat and email, provide first‑level troubleshooting, and manage the CIRIUM customer service queue. You will update tickets, track data, and collaborate with Americas and EMEA/APAC teams to ensure timely resolutions.

The role requires a minimum 2 years of customer support experience, strong communication, and familiarity with ticketing systems.