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

Qualifications:

• Bachelor's degree holder in any field
• At least completed 2nd year college (with no back subjects or incomplete units) but should have relevant experience
• Minimum of 2 years Customer Support Experience (customer service/technical support experience)
• 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









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