As a Technical Support Analyst II (TSAII), you will provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Additionally, you will provide exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention. You will utilize multiple communication channels: telephone, e-mail and chat support using multiple CRMs.

Required availability:

After the training period, will be assigned to 8 PM to 8 AM shift Eastern Time

Nice to have skills and experience:

Knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges)

Your responsibilities:

1. With the customer’s best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer’s question and / or technical challenge

2. Accurately document all customer interaction, research and resolution.

3. Acquire product knowledge to competently demonstrate the products and services we sell

4. Assist customers with installation of product user interface and site navigation.

5. Internal systems knowledge such as CRM, billing, admin tools, website and production systems.

6. Provide login, search, usability, and technical support for multiple proprietary products and services

7. Provide high quality customer support to internal and external customers via phone, email, and chat

8. Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers

9. Perform basic browser troubleshooting

10. Handle billing need such as payments, research, invoices, and usability of online billing tool

11. Escalate issues to second level team when necessary

    Qualifications:

12. 1 year customer service in technical contact center environment or equivalent training, 2 years preferred

13. 2 or 4 year degree preferred or equivalent experience

14. Strong customer focus to interact with customers

15. Problem Solving and basic technical skills

16. Excellent Customer Service skills.

17. Excellent written and verbal communication skills.

18. Ability to multi-task and handle incoming calls as well as emails

19. Customer Service / Team Player oriented

20. Professional attitude and positive demeanor at all times.

21. Ability to work independently on assigned projects.

    LexisNexis, a division of RELX Group, is 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.