Technical Support & Escalation Specialist

RELX; Manila; On-site; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX is seeking a Technical Support Specialist to interface with customers, partners, and internal teams to deliver product services and post-sales support focused on outcomes and a smooth experience.

You will manage escalations, troubleshoot issues across Windows, MacOS, and Linux, and contribute to knowledge base updates. The role requires strong communication, independence, and willingness to work on holidays as needed.

Qualifications

• Bachelor's degree or 2nd year college with no back subjects.
• Minimum 3 years in Technical Support.
• Experience with Windows, MacOS, Linux.
• Familiarity with SSL and security methods.
• Experience with APIs and SDKs.
• ITIL framework knowledge.
• Proven customer service and strong communication.

Responsibilities

• Handle incoming support requests ensuring SLA alignment.
• Serve as primary contact for escalated inquiries.
• Collaborate with cross-functional teams to resolve issues.
• Troubleshoot new product issues and document solutions.
• Create technical articles and FAQs; update training materials.
• On-call outage support during assigned shifts.
• Train and onboard new customer support team members.

Skills

Customer service

Communication skills

Problem solving

Multi-tasking

Teamwork

Independent worker

Overtime availability

Education

Bachelor's Degree

Tools

GitHub

APIs/SDKs

ITIL framework

SSL

Windows

MacOS

Linux

Job description

RELX is seeking a Technical Support Specialist to interface with customers, partners, and internal teams to deliver product services and post-sales support focused on outcomes and a smooth experience.

You will manage escalations, troubleshoot issues across Windows, MacOS, and Linux, and contribute to knowledge base updates. The role requires strong communication, independence, and willingness to work on holidays as needed.