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 revolve 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 workflow modifications or improvement as deemed necessary to improve processes Qualifications: + Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units) + With TSR experience + Must be detail oriented and knows how to multi-task (communicating with the customer while documenting the interaction) + Should be comfortable navigating software such as Confluence, Salesforce and Jira + Demonstrates knowledge and proficiency in Microsoft office applications, with excellent keyboard skills + Excellent verbal and written communication skills + Ability to research and obtain necessary information using provided resources + Ability to ask all relevant questions + Ability to follow instructions for entering complete notes and make appropriate record disposition and recommendation + Energetic, positive thinking and self-motivated + Willing to be cross-skilled/upskilled if needed + No reliability/attendance issues + Do relevant tasks as assigned We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here . Please read our Candidate Privacy Policy . We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights . 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.