Technical Support Analyst

About the Business

LexisNexis is a global provider of trusted information and analytics, delivering solutions that help organizations make informed decisions and manage risk. iDiverse is part of LexisNexis’ suite of solutions, providing advanced product services and support for a global user base, partner network, and internal staff.

About the Team

You will join the customer support team, organizing, directing, and coordinating service engagements with a strong focus on technical product services. The team acts as an escalation point for customer requests and drives continuous improvement in support processes while collaborating closely across functions.

About the Role

The Technical Support Analyst is customer facing and dedicated to providing product services and support for our global user base, partner network, and internal staff.  You will provide application expertise and assistance in post-sales engagements to drive new and renewing business for all users, focusing on delivering customer expected outcomes following an effortless experience methodology. You will organize, direct, and coordinate all aspects of the service engagements for customers, with a strong focus on technical product services and understanding the business value and positioning of IDVerse solution. You will also act as an escalation point for customer service related requests and assist with driving continuous improvement in our customer support processes.

Core Responsibilities

• Handle incoming traffic via supported channels when necessary, to ensure SLA alignment.

• Handle client requests in relation to escalated support requests and issues.

• Serve as the primary point of contact for escalated customer inquiries and issues within the local region.

• Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.

• Provide expert-level technical guidance to customers and staff, guiding them through issue resolution steps effectively.

• Collaborate with cross-functional teams to address customer needs and provide timely solutions.

• Assist clients configure the product where necessary, focused on providing product best practices.

• Assist with client onboarding and EBRs where necessary.

• Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.

• Technical/Functional Article and FAQ creation, reviews, and modifications.

• Assist with problem management and identifying incident/request trends where necessary.

• Assist with maintaining both internal and external training documents where necessary.

• Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.

• Assist with support metrics and trends to identify areas for improvement and provide insights to the management team.

• Assist in training and onboarding new customer support team members.

• Assist customers with configuration setup/training.

• Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.

• Participate in preparation for product launches. 

• Accurate documentation in the appropriate systems such as Salesforce and Jira.

Skills and Experience

• Minimum 3 years’ experience in a related field/role.

• Advanced troubleshooting skills.

• Advanced problem-solving skills.

• Experience in handling escalated customer support calls

• Recognized as being Customer Service / Team Player oriented. 

• Proven customer service skills with excellent written and verbal communication skills. 

• Experience with Jira Service Desk.

• Understanding of APIs and SDKs

• Hands on experience with cloud technologies and services.

• Great multi-tasking and time management skills.

• Outcome focused and ability to stay positive in high pressure situation

U.S. National Base Pay Range: $43,600 - $72,600. Geographic differentials may apply in some locations to better reflect local market rates. We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: ● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits ● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan ● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs ● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity ● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits ● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts ● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

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 or please contact 1-855-833-5120.

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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.

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