Technical Support Analyst

RELX International; Iloilo City; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX International seeks a dedicated Technical Customer Support professional to provide post-sale assistance, including installation, troubleshooting, and maintenance of products and services. You will operate within the Technical Customer Support function, expanding analytical and technical skills in your area of expertise.

The role emphasizes adherence to procedures, collaborative teamwork, and the ability to handle calls, emails, and chats with customers while maintaining high service

Qualifications

• Bachelor's degree or two years of college completed.
• At least 1 year in customer service or similar role.
• Ability to learn and apply enterprise AI tools.
• Excellent customer service orientation and communication skills.
• Punctual and reliable team player.

Responsibilities

• Provide post-sales technical support including installation, troubleshooting, and maintenance.
• Handle calls, emails, and chats with customers professionally.
• Adhere to SOPs and apply troubleshooting techniques to resolve issues.

Skills

Customer service experience

Communication skills

Team player

Analytical thinking

AI tools familiarity

Education

Bachelor's degree

2 years of college

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. Click here to access benefits specific to your location.