Technical Support Analyst

Reed Elsevier Shared Services (Philippines) Inc Company; Iloilo; On-site; PHP 320,000 - 460,000; Full time

Job summary

RELX is hiring for a Technical Customer Support role in the Philippines. You will provide post-sale support, installation, troubleshooting, and maintenance of products and services while following standard procedures and applying your analytical skills.

The position emphasizes customer service, clear communication, and teamwork in a shared services environment. Ideal candidates have a Bachelor's degree or 2 years of college, at least 1 year in customer service, and proven ability to handle

Qualifications

• Bachelor's degree holder or completed at least 2 years of college (no back subjects/incomplete units).
• At least 1 year of experience in customer service or a similar customer-facing role.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Must have great customer service orientation and communications skills.
• Punctual and good team player.
• Preferably has prior technical experience in BPO/IT or Shared Services.
• Experience handling calls, emails, and chat.
• Ability to adapt and multi-task to support incoming calls, email, chat, etc.
• Ability to quickly understand key terms and phrases to apply appropriate troubleshooting techniques.
• Ability to work with difficult customers and diffuse frustrating situations.
• Must be in current role for 1 year.
• Must not have received any Disciplinary Action within the past 12 months.
• Must not have any Attendance and Punctuality issues in the past 12 months.

Responsibilities

• Provides post-sale technical support including installation, troubleshooting, problem resolution and maintenance of products and services.
• Works within standard operating procedures and/or analytical methods with a moderate level of supervision.
• Expands analytical or technical skills in own work area and applies experience to complete assigned tasks.

Skills

Analytical skills

Technical knowledge

Customer service

Communication

Team player

Education

Bachelor's degree / 2 years college

Job description

Responsibilities

Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of Disciplines General Profile Expands analytical or technical skills in own work area Maintains appropriate licenses, training and/or certifications, as needed Applies experience and skills to complete assigned work within our area of expertise Works within standard operating procedures and/or analytical methods Works with a moderate degree of supervision.

Recommended Skills

• Functional Knowledge: Applies analytical and technical skills to perform a variety of activities.
• Business Expertise: Has good understanding of how the team integrates with others.
• Leadership: Has no supervisory responsibilities.
• Problem Solving: Recognizes and solves routine problems that can occur in own work area with or without supervisory approval; evaluates and selects solutions from established operating procedures
• Impact: Impacts the quality and quantity of own work.
• Interpersonal Skills: Uses communication skills and common courtesy to exchange information.

Qualifications

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
• At least 1 year of experience in customer service or a similar customer-facing role.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Must have great customer service orientation and communications skills
• Punctual and good team player
• Preferably has a prior technical experience in BPO/IT or Shared Services
• Experience in handling calls, emails, and chat
• Ability to adapt and multi-task to support incoming calls, email, chat, etc.
• Ability to quickly understand key terms and phrases to apply appropriate troubleshooting techniques
• Ability to work with difficult customers and diffuse frustrating situations
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

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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.