Technical Support Specialist - Live Chat & Email

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

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.