Technical Support Representative

• 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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