Technical Support Representative

RELX; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

CIRIUM in the Philippines is seeking a dedicated Customer Service Specialist to respond to inquiries via live chat and email, providing first‑level troubleshooting for product issues. You will manage inbound calls and tickets, update data, and produce activity reports while upholding high customer care standards.

You will collaborate with teams across the Americas and EMEA/APAC to resolve issues, propagate feedback, and help improve processes.

Qualifications

• Bachelor's degree in any field required.
• Minimum 2 years of customer support experience.
• Experience with email and ticket management is advantageous.
• Excellent communication skills and problem solving abilities.
• Familiarity with Salesforce, JIRA and Confluence a plus.

Responsibilities

• Respond to inquiries via live chat and email with high-quality service.
• Provide first-level troubleshooting for product issues.
• Handle inbound calls and emails for customer service queue with strong care.
• Maintain and update helpdesk tickets; document activities and resolutions.
• Follow up with customers and ensure problems are resolved.
• Collaborate with Americas and EMEA/APAC teams.
• Escalate unresolved queries to appropriate resources as needed.
• Suggest workflow improvements to enhance processes.
• Assist with access setup, usage reports and product guidance.

Skills

Customer support

Communication

Microsoft Office

Salesforce

JIRA

Confluence

Shift work

Overtime

Learning agility

Education

Bachelor's degree

2nd year college completed

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 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


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


• Product guidance and support, product and content questions

• 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 know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.