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RELX Linkedin · Posted 3d ago

Technical Support Representative

Philippines

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Indexed 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 escalate 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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