Technical Support Representative (Quezon City)

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Philippines; Hybrid; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Hybrid work setup

IT equipment provided

Competitive salary with annual raise

Job summary

CIRIUM is seeking a Technical Support Representative to deliver post-sale technical assistance. You will troubleshoot product issues, respond through live chat and email, and manage support tickets with accuracy and care.

Join a team that collaborates across the Americas and EMEA/APAC to resolve queries, provide product guidance, and ensure customer delight on shifting schedules including Philippine holidays.

Qualifications

• Bachelor's degree holder in any field.
• Completed 2nd year college with relevant experience.

Responsibilities

• Provide post-sale technical support to CIRIUM customers via live chat and email.
• Troubleshoot intermediate product issues and convey solutions.
• Handle inbound calls and emails for technical and product inquiries with high customer care.
• Update helpdesk ticketing system, record data, and generate activity reports.

Skills

Excellent communication

MS Office proficiency

AI tools learning

Customer-centric

Education

Bachelor's degree in any field

2nd year college with relevant experience

Tools

Salesforce

JIRA

Confluence

Job description

Job Description:

The Technical Support Representative provides post-sale technical support services to customers, troubleshooting, problem resolution and maintenance of products and services. Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of disciplines. Expands analytical or technical skills in own work area. Maintains appropriate licenses. Applies experience and skills to complete assigned work within our area of expertise. Works within standard operating procedures and/or analytical methods. Works with a moderate degree of supervision.

Accountabilities:

• 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

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

• No attendance/proximity issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary

• Perform duties as assigned

Why join us?

• Competitive salary with annual increase and incentive

• Career Development Programs

• 24 Paid Time-offs annually, 30 Paid Time-offs on the 5th year

• Comprehensive HMO for you and up to 4 Dependents

• Day 1 HMO and Life and Accident Insurance

• Flexible Retirement Plan

• Hybrid Work Set up. IT equipment will be provided.

For your convenience, our entire recruitment process is done 100% virtually.