Complaints Escalation Analyst I

RELX

Manila, Philippines
Api endpoint understanding
Restful api troubleshooting
Json data validation
This role works at the center of multiple stakeholder groups, partnering closely with Engineering, Product, Sales, Customer Success, and Operations to ensure reliable data delivery, successful customer integrations, and continuous service improvement

Job Summary

  • This role works at the center of multiple stakeholder groups, partnering closely with Engineering, Product, Sales, Customer Success, and Operations to ensure reliable data delivery, successful customer integrations, and continuous service improvement.
  • Serve as the frontline escalation point for complex API and DaaS issues from customers, Inside/Field Support, and Account Teams.
  • Troubleshoot API calls and authentication issues by reproducing requests and checking logs in a controlled environment, and verifying the structure and content of returned data; escalate confirmed defects or unexpected API behavior to Product/Engineering.

Matching Summary

This role works at the center of multiple stakeholder groups, partnering closely with Engineering, Product, Sales, Customer Success, and Operations to ensure reliable data delivery, successful customer integrations, and continuous service improvement.

Skills & Requirements

Must-have

  • API endpoint understanding
  • RESTful API troubleshooting
  • JSON data validation
  • customer-first mindset
  • cross-functional collaboration
  • technical communication skills

Nice-to-have

  • enterprise AI tools
  • calm demeanor under pressure
  • proactive stakeholder management

Key Requirements

  • 3-5+ years hands-on experience
  • Bachelor’s degree or equivalent practical experience
  • At least 2 years college completed
  • Experience with multiple support channels
  • Proficiency in one programming/scripting language
  • Must be in current role for 1 year
  • No Disciplinary Action in past 12 months
  • No Attendance/Punctuality issues in past 12 months
  • Successful or above rating in last performance cycle

Work Rights

Not specified

Tailored Resume

Cover Letter