Full-Time

Technical Support Specialist

Confirmed live in the last 24 hours

RELX

RELX

1,001-5,000 employees

Provides analytics and decision tools for professionals

Data & Analytics
Social Impact
Legal

Junior, Mid

Alpharetta, GA, USA

Hybrid position based in Alpharetta, GA.

Category
Customer Support
Customer Success & Support
IT Support
IT & Security
Required Skills
Product Management
Salesforce
JIRA
Customer Service
Requirements
  • 2- or 4-year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred – or equivalent job experience.
  • 2+ year customer service in technical contact center environment or equivalent training.
  • Must have advanced troubleshooting skills.
  • Must have advanced problem-solving skills.
  • Experience in handling escalated customer support calls
  • Proven customer service skills with excellent written and verbal communication skills.
  • Previous experience with financial crime and API knowledge are desirable but not mandatory for the role.
  • Outstanding presentation and training skills.
  • Ability to work independently and multi-task, handling calls and emails.
Responsibilities
  • Providing advanced second level support to Frontline Representatives for LexisNexis products.
  • Directing contact with technical and business teams to resolve production issues quickly.
  • Escalating high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
  • Assisting customers with configuration setup/training.
  • Testing, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
  • Meeting/Reviewing customer enhancements with Product Management team, tracking and following through to resolution.
  • Participating in preparation for product launches.
  • Serving as the subject matter expert regarding all platforms and changes through engagement with management and product owners.
  • Accurate documentation in the appropriate systems such as Salesforce and Jira.
  • Conducting investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings.

RELX provides information-based analytics and decision tools tailored for professional and business customers across various sectors. The company operates in four key areas: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions. Its products utilize extensive data and analytics to assist clients, such as researchers, healthcare professionals, legal practitioners, and business executives, in making informed decisions and enhancing productivity. Unlike many competitors, RELX primarily uses a subscription model, ensuring a consistent revenue stream while also offering transactional sales and advertising. The company's goal is to support its clients in achieving better outcomes while promoting corporate responsibility, including a commitment to diversity, social justice, and sustainable development, aligning with the United Nations' Sustainable Development Goals.

Company Stage

IPO

Total Funding

N/A

Headquarters

London, United Kingdom

Founded

1894

Simplify Jobs

Simplify's Take

What believers are saying

  • Integration of AI enhances efficiency in legal research tools for professionals.
  • Alternative credit data is transforming risk assessment in financial services.
  • Expansion of virtual events offers new revenue streams for RELX's exhibitions segment.

What critics are saying

  • Increased competition in fraud detection could impact RELX's market share.
  • Rapid advancements in display technologies may outpace RELX's current offerings.
  • Economic downturns could challenge RELX's subscription-based revenue model.

What makes RELX unique

  • RELX offers a diverse range of analytics solutions across multiple industries.
  • The company's subscription-based model ensures a steady stream of recurring revenue.
  • RELX actively supports the United Nations' Sustainable Development Goals through its operations.

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