Key Responsibilities

• Serve as the first line of support for Life Sciences customers, responding to inquiries received through shared mailboxes and case management systems.

• Identify, troubleshoot, and resolve user or system issues related to Reed Tech platforms and tools.

• Log, categorize, and track tickets in the CRM or issue management system (e.g., Salesforce, ServiceNow, Jira), escalating to onshore teams when needed.

• Follow defined Standard Operating Procedures (SOPs) and ensure consistent, high-quality documentation for each case.

• Coordinate with onshore Product Support, Engineering, and QA teams to resolve recurring technical issues.

• Perform routine checks on customer queues to ensure SLA compliance and consistent customer experience.

• Contribute to internal knowledge base updates and service improvement initiatives.

• Handle sensitive customer data in compliance with RELX information security and regulatory guidelines (GDPR, ISO 27001, 21 CFR Part 11).

Qualifications

• Bachelor’s degree is preferred (IT, Computer Science, or Life Sciences advantageous).

• Experience: At least 1–3 years of experience in customer or technical support, preferably within a BPO or shared services environment supporting global clients.

• Strong written and verbal communication skills in English.

• Basic understanding of system troubleshooting (login issues, connectivity, browser configuration, permissions).

• Familiarity with ticketing tools (Salesforce, ServiceNow, Zendesk) and remote diagnostic support.

• Proficiency in Microsoft Office and ability to work with structured data formats (Excel, CSV, XML).

• Demonstrated ability to multitask, manage priorities, and meet SLAs in a fast-paced, matrix environment.

• Willingness to work in rotational or shift-based schedules aligned with global customer time zones.

• Experience in life sciences or regulated data management environments is an advantage.

• Knowledge of regulatory data submissions or structured product labeling systems (eCTD, FDA ESG) a plus.

• Familiarity with ITIL or ISO-based service management practices

• Experience using AI or large language models is a plus.

• 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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