Technical Support Representative
RELX
Technical Support Specialist
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.