Technical Support Analyst

RELX International; Iloilo; On-site; PHP 240,000 - 420,000; Full time

Job summary

RELX International in the Philippines (Iloilo) is seeking a proactive Technical Customer Support specialist to assist customers post-sale with installation, troubleshooting and maintenance. You will work within standard procedures, adapt across channels (phone, email, chat), and apply analytical skills to resolve routine issues while maintaining high service quality.

The role emphasizes continuous learning of enterprise AI tools and collaboration with a team to deliver reliable client support.

Qualifications

• Bachelor's degree or 2 years of college completed.
• At least 1 year in customer service or a similar role.
• Ability to quickly learn and apply enterprise AI tools.
• Strong customer service orientation and communication skills.
• Experience handling calls, emails and chat.
• Ability to multitask across calls, email and chat.
• Must be in current role for 1 year.
• No disciplinary action in past 12 months.

Responsibilities

• Provide post-sale technical support including installation, troubleshooting and maintenance.
• Handle calls, emails and chat from customers.
• Follow standard operating procedures and use analytical methods.
• Collaborate within the Technical Customer Support function.
• Maintain licenses, training and certifications as needed.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Teamwork

Adaptability

Education

Bachelor's degree or 2 years college completed

Tools

Enterprise AI tools

Call handling tools (CRM)

Job description

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.

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.

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