Technical Support Specialist

2 days ago

Alpharetta, United States RELX Full time
About the Role

As a Technical Support Specialist at LexisNexis Risk Solutions, you will be the escalation point for advanced technical issues and escalated customer service issues. You will be Tier 2 support for the Technical Support Analysts (TSA) and serve as a mentor to the TSA teams, utilizing your patience and constructive coaching to oversee their skill development.

Responsibilities
  • Providing advanced second-level support to Frontline and Premier Representatives for LexisNexis products.
  • Communicating with technical and business teams to resolve production issues quickly.
  • Escalating high-level customer issues to engineering, development, production support, and product management teams.
  • Troubleshooting hardware and software issues and identifying root causes to prevent future occurrences.
  • Creating, managing and updating existing Knowledge Base (i.e. Wiki, CRM, SharePoint).
  • Testing, reproducing and identifying defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
  • Becoming the SME regarding all platforms and changes through engagement with management and product owners.
  • Documenting in the appropriate systems such as RightNow CX and JIRA – enhancement/defect tracking system.
  • Meeting/Reviewing customer enhancements with Product Management team, tracking and following through to resolution.
Requirements
  • Have over 1+ year of customer service experience in a technical contact center environment or through equivalent training.
  • Proficient in VAX/IP/FTP, Microsoft.NET, SQL and MySQL databases, HTML, XML, and possess working knowledge of MS Networking.
  • College degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred – or equivalent job experience.
  • Able to work independently and multi-task, handling walk-ups, incoming ticket and emails.
  • Display knowledge of database strategy and basic network concepts (i.e. DNS, shares, privileges).
  • Experience in handling escalated customer support calls, recognized as being Customer Service / Team Player oriented.
  • Be able to provide excellent customer service and communication skills.
  • Have proven customer service skills with excellent written and verbal communication skills.
About LexisNexis Risk Solutions

LexisNexis Risk Solutions 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.

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