Technical Support Representative

RELX INC; Manila; On-site; PHP 357,000 - 536,000; Full time

Job summary

RELX INC in Manila is seeking a dedicated customer service professional to handle inquiries via live chat and email, provide first‑level troubleshooting, and manage the CIRIUM customer service queue. You will update tickets, track data, and collaborate with Americas and EMEA/APAC teams to ensure timely resolutions.

The role requires a minimum 2 years of customer support experience, strong communication, and familiarity with ticketing systems.

Qualifications

• Bachelor's degree holder in any field.
• At least completed 2nd year college (with relevant experience) but should have relevant experience.
• Minimum of 2 years Customer Support Experience (customer service/technical support experience).
• Experience in email and ticket management is an advantage.
• Aviation background is preferred.
• Excellent Communication Skills.
• Demonstrated knowledge and proficiency in Microsoft Office applications.
• Knowledge in Salesforce, JIRA, Confluence is a plus.

Responsibilities

• Provide CIRIUM customers with a high level of customer services responding to all enquiries via live chat and/or email.
• 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 aspects 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.
• Escalate unresolved queries to the next level of support through tracking issues, routing and redirecting problems to correct resources as needed.
• Recommend workflow modifications or improvement as deemed necessary to improve processes.
• Access and entitlement related issues/cookie reset/browser cache management, password reset and user change, add/remove user.
• Assist on the request/User List, Usage report Access Setup (Internal and External), Product guidance and
• Product guidance and support, product and content questions

Skills

Excellent communication skills

Customer service experience

Email management

Learning new tools

Aviation background

Education

Bachelor's degree in any field

Completed 2nd year college (with relevant experience)

Tools

Salesforce

JIRA

Confluence

Job description

Manila

Full time

R117336

• 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 escape 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

• Access and entitlement related issues/ cookie reset/browser cache management, password reset and user change, add/remove user

• Assist on the request/User List, Usage report Access Setup (Internal and External), Product guidance and

• Product guidance and support, product and content questions

  Qualifications:

• Bachelor's degree holder in any field

• At least completed 2nd year college (with no back subjects/incomplete units) but should have relevant experience

• Minimum of 2 years Customer Support Experience (customer service/technical support experience)

• Experience in email and ticket management is an advantage

• 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

• REPH Employee with minimum of 1-year tenure in the current role.

• 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

• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months

• Must have a successful or above rating in the last Enabling Performance cycle

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.