Technical Support Representative

RELX; Quezon City; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

Cirium in the Philippines is seeking a customer service professional to respond to inquiries via live chat and email, delivering high-quality support to CIRIUM customers.

You will provide first-level troubleshooting, handle inbound calls, update ticket data, and work with Americas, EMEA, and APAC teams to resolve issues and improve processes, while following up to ensure complete resolution.

Qualifications

• Bachelor's degree in any field.
• Minimum of 2 years customer support experience.
• Experience in email and ticket management is an advantage.
• Aviation background preferred.
• Excellent communication skills.
• Proficient in Microsoft Office.
• Knowledge of Salesforce, Jira and Confluence a plus.
• Willing to work on shifting schedules including Philippine holidays and overtime if necessary.
• Able to learn and apply enterprise AI tools to support workflows.

Responsibilities

• Respond to inquiries via live chat and email with high level of customer service.
• Provide first level troubleshooting and solutions to product issues.
• Handle inbound calls and emails for customer service queue.
• Update customer data and produce activity reports.
• Escalate unresolved queries to the next level with proper routing.
• Collaborate with Americas and EMEA/APAC teams.
• Suggest workflow improvements to optimize processes.
• Assist with access setup, usage reports, and product guidance.
• Provide product guidance and answer content questions.

Skills

Customer service

Communication

Adaptability

Learning ability

Microsoft Office

Education

Bachelor's degree in any field

Completed 2nd year college with relevant experience

Tools

Salesforce

JIRA

Confluence

Helpdesk software

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 escalte 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 escalte 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

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