Technical Support Representative

relx; Manila; On-site; PHP 335,000 - 558,000; Full time

Job summary

Relx is seeking a customer service professional to support CIRIUM customers via live chat and email, providing first-level solutions and troubleshooting product issues. The role covers handling calls and emails, maintaining ticketing records, and collaborating with global client services teams to ensure timely resolutions.

The ideal candidate has at least 2 years in customer support, with aviation experience preferred, and strong MS Office, Salesforce, Jira, and Confluence proficiency.

Qualifications

• Bachelor's degree required; 2nd year college completed with relevant experience considered.
• Minimum of 2 years in customer support (customer service/technical support).
• Aviation background preferred.
• Excellent communication skills.

Responsibilities

• Respond to inquiries via live chat and email to CIRIUM customers.
• Provide first level contact and troubleshoot intermediate product issues.
• Handle inbound calls and emails for the CIRIUM Customer Service queue, including technical and product inquiries.
• Maintain helpdesk ticket tracking, update customer data, and generate activity reports.
• Follow up with customers and ensure issue resolution; escalate when necessary.
• Collaborate with Americas and EMEA/APAC Client Services teams.
• Recommend workflow improvements to enhance processes.

Skills

Excellent communication

Customer service

Troubleshooting

Learning agility

Team collaboration

Education

Bachelor's degree in any field

2nd year college completed

Tools

Salesforce

JIRA

Confluence

Microsoft Office

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 escalating 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.

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