About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com

About our Team

Our Customer Support Team is dedicated to supporting our valued customers. We provide excellence in our delivery of service through various channels of support. This includes detailed technical support, by phone, email and online chat. Our goal is to give our customers the information they need and deliver high quality assistance.

About the Role

As the Technical Support Analyst I, your purpose is to provide exceptional technical support and customer service to clients. You will be responsible for efficiently addressing customer inquiries, troubleshooting technical issues, and collaborating with internal teams to resolve complex problems. Your goal is to ensure customer satisfaction, retention, and loyalty by delivering timely and effective solutions.

Work Hours: 11:30am – 8pm. Training will be held in at both Duluth, Alpharetta locations and virtual. Training will be different hours than scheduled hours.

Responsibilities

• Documenting all customer interaction, research, and resolution.

• Providing high-quality customer support to internal and external customers via phone, email, and chat.

• Training, supporting, researching, resolving, and responding to inquiries and escalations received from internal and external customers.

• Providing login, search, usability, and technical support for multiple proprietary products and services

• Escalating issues to the second-level team when necessary.

• Assisting customers with the installation of product user interface and site navigation.

• On call 24/7-hour customer support, available for all shifts + weekend on call based on business needs.

Requirements

• Experience with email troubleshooting experience is required.

• Possess 1-2 years of customer service in technical contact center environment or equivalent training.

• Have excellent communication skills to provide clear and concise technical assistance.

• Previous customer support to internal and external Customers via phone, email, and chat preferred.

• Have a keen attention to detail and excellent problem-solving abilities.

• Proficiency in a second language, especially Spanish, preferred.

• Have experience using Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, and MyCRM preferred.

• An Associate's or Bachelor's degree preferred.

• Excellent customer service aptitude with superior written and verbal communication skills.

• Knowledge of database strategies and basic network concepts (e.g., DNS, shares, privileges).

Learn more about the LexisNexis Risk team and how we work here (https://relx.wd3.myworkdayjobs.com/RiskSolutions/page/21c296c982531000b79663f3194b0000)

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At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

RELX is a global provider of information and analytics for professional and business customers across industries.

We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

In short, we enable our customers to make better decisions, get better results and be more productive.