Technical Support Analyst

RELX International; Manila; On-site; PHP 290,000 - 469,000; Full time

Job summary

RELX International in the Philippines is seeking a capable Technical Customer Support professional to assist customers post-sale with installation, troubleshooting and maintenance of products and services. You will handle calls, emails and chats while applying enterprise AI tools to streamline workflows.

The role emphasizes strong customer service, punctuality and teamwork. You should be ready to learn new technologies and work in a fast-paced BPO/IT environment, upholding fair and accessible

Qualifications

• Bachelor's degree or 2 years college completed.
• 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 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
• Mustnot have any Attendance and Punctuality issues in the past 12 months

Responsibilities

• Provide post-sale technical support including installation, troubleshooting, problem resolution and maintenance.
• Work within Technical Customer Support as a generalist or in cross-discipline teams.
• Maintain licenses and certifications as needed and follow SOPs.
• Apply experience and skills to complete assigned work with supervision.
• Collaborate with peers to resolve complex customer issues.

Skills

Customer service

Communication skills

Team player

Adaptability

Problem solving

Learning AI tools

Call/email/chat handling

BPO/IT experience

Education

Bachelor's degree or 2 years college

Tools

Enterprise AI tools

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:

Business Expertise:

Leadership:

Problem Solving:

Interpersonal Skills:

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
• Mustnot have any Attendance and Punctuality issues in the past 12 months
  

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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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