bilingual Technical Support RepresentativeRELX

Job Summary: The primary task of RSG CIRIUM Technical Support Representative is to provide basic to intermediate support to customers and staff for industry leading aviation insight products. These requests may come through either email/chat or over the phone. The primary tasks typically revolves around managing own and unallocated queues within SLAs. Monitoring and prioritizing re-opened cases for all regions to action and complete start and end of day, Self-allocating a single case and complete before starting next, Ensure full check of case and activity history at both user and account level, Timely case management and activity recording and Responsible for being online and available for chat. Escalations following process to relevant teams, In line with the responsibility of keeping with Reed Elsevier Philippines core values and competencies, the TSRs develops and maintains positive working relationships with all contacts, both internal and external, to promote customer satisfaction and maximize individual and team performance. Technical Support Representatives performing at this level is required to undergo training and certification to fulfill their daily responsibilities and deliver excellent customer service. Job Accountabilities: To provide CIRIUM customers with a high level of customer services responding to all enquires received via inbound telephone calls, 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 work flow modifications or improvement as deemed necessary to improve processes Qualifications: Bachelor Degree in MIS, Information Technology, Computer Science or any equivalent experience Experience with software support (technical and overall application support a plus) Previous experience in a telephonic, helpdesk, chat or personal customer contact position is preferred; 1-2 years job related experience. Excellent verbal, written and interpersonal communication skill. Customer service orientation; Ability to troubleshoot and resolve a combination of basic customer inquiries and technical issues. Ability to quickly identify key terminology to assist with appropriate probing and troubleshooting needs of customers. Ability to coordinate efforts with other internal resources/teams to resolve and escalate customer service and other issues. Demonstrated adaptability to a rapidly changing environment and Able to adapt to nontraditional work hours to support a global organization that may include following a flexible schedule and weekend shifts Experience working with various Microsoft technologies including MS Office (preferably with advanced MS Excel Skills) Background in SQL and CRM applications a plus
foundit

Quezon City, Metro Manila
Permanent
Full-time