Technical Support Representative

LexisNexis Risk Solutions; Manila; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

LexisNexis Risk Solutions is seeking a proactive Customer Support specialist to respond to inquiries via live chat and email, delivering first-level solutions through troubleshooting.

You'll manage inbound calls and tickets, update records, generate activity reports, and escalate complex issues while collaborating with global teams. The role requires excellent communication and a willingness to work shifting schedules in the Philippines.

Qualifications

• Bachelor's degree or 2nd year college with relevant experience
• Minimum 2 years in Customer Support (service/technical)
• Aviation background preferred
• Excellent communication skills
• Knowledge of Salesforce, JIRA, Confluence a plus
• Willing to work shifts and Philippine Holidays/overtime
• Able to learn enterprise AI tools to support workflows

Responsibilities

• Respond to inquiries via live chat and email
• Provide first level contact and troubleshoot product issues
• Manage inbound calls and emails for CIRIUM Customer Service queue
• Update customer data and generate activity reports
• Follow up with customers and ensure resolution
• Escalate unresolved queries to the next level
• Suggest workflow improvements to enhance processes

Skills

Customer service

Technical support

Communication skills

Microsoft Office

Salesforce

JIRA

Confluence

Education

Bachelor's degree

2nd year college with experience

Tools

Salesforce

JIRA

Confluence

Job description

To provide CIRIUM customers with a high level of customer services responding to all enquires received via live chat and or email To provide first level contact and convey solutions to CIRIUM Customers through troubleshooting intermediate product issues Manage and handle both inbound telephone calls and emails for the CIRIUM Customer Service queue both on technical aspect and product inquiries while managing high level of customer care Manage and maintain helpdesk ticket tracking software used Update customer data and produce activity reports, ensuring proper recording, documentation and closure Follow up with customers, provide feedback and see problems through to resolution Work alongside colleagues in the Americas and EMEA/APAC Client Services teams Properly escal unresolved queries to the next level of support through tracking issues, routing and redirecting problems to correct resources as needed Recommended workflow modifications or improvement as deemed necessary to improve processes.

Qualifications: Bachelor's degree holder in any field At least completed 2nd year college (with no back subjects or incomplete units) but should have relevant experience Minimum of 2 years Customer Support Experience (customer service/technical support experience) Aviation background is preferred Excellent Communication Skills Demonstrated knowledge and proficiency in Microsoft office applications Knowledge in salesforce, JIRA, Confluence is a plus No attendance/proximity issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

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 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. USA Job Seekers: EEO Know Your Rights.

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.