Job Information
RELX INC Technical Support Representative in Manila, Philippines
Provide initial technical support and handle routine post-sale support assignments
Perform case intake, triage, and analysis to fully understand reported issues
Collect and condense evidence from clients (logs, steps to reproduce, screenshots, clarifying questions)
Remove ambiguity by asking effective clarifying questions and reproducing issues when possible
Consult documentation, internal resources, and prior cases to research and diagnose issues
Summarize complex cases clearly and outline likely root causes for escalation to next-tier support
Triage and resolve support cases from institutional administrators, faculty, and staff
Maintain friendly, empathetic, and professional communication, including during high-escalation scenarios
Work cross-functionally with Product Support, Engineering, Product, and other internal teams
Proactively look for solutions and propose improvements to support workflows and customer experience
Qualifications:
- Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
At least 1-2 years of Customer Service - Technical Support Experience
Above average to excellent verbal and written communication skills
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks
Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST
Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
Amenable to work in shifting schedules and PH holidays.
Willing to work on business unit holidays and/or render overtime when necessary
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here (https://www.relx.com/careers/join-us/benefits) to access benefits specific to your location.
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RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.