Technical Support Representative
RELX (Elsevier, LexisNexis) · Manila, Philippines · 1mo ago
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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