Technical Support Analyst

About the Business:

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Government vertical, our solutions assist government agencies and law enforcement to drive insights from complex data sets, improving operation efficiency, increasing program integrity, discovering, and recovering revenue, and making timely and informed decisions to enhance investigations.

About the Team:

The Technical Support Analyst team maintains high service levels, ensuring all customer inquiries are handled efficiently. They deliver exceptional support through engaging interactions via phones, chats, and emails. Adheres to policies on authentication, data security, and record retention.

About the Role:

The Technical Support Analyst provides a variety of technical support to multiple level end users in diverse technical areas. This support includes troubleshooting, researching, and training for proprietary products. This role provides exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention. This support is provided via multiple communication channels: telephone, e-mail and chat support using multiple CRMs.

***This is a hybrid role that requires team members to go into the Duluth or Alpharetta Georgia office location periodically. Training will be held at both office locations and some virtual***

 Responsibilities: 

• With the customer's best interest in mind, the TSA (Technical Support Analyst) shows outstanding problem solving and technical skills to effectively solve customer's question and / or technical challenge 

• Accurately document all customer interaction, research and resolution. 

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

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

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

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

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

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

• Perform basic browser troubleshooting 

• Escalate issues to second level team when necessary

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

Requirements:

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

• Strong customer focus to interact with customers 

• Problem Solving and basic technical skills

• Excellent Customer Service skills. Excellent written and verbal communication skills. 

• 40-hour work week; minimal travel. Office environment/Remote

• Preferred 2- or 4-year degree 

• Ability to multi-task and handle incoming calls as well as emails and chats

• Customer Service / Team Player oriented

• Ability to work independently on assigned projects.

• Preferred: Second Language a plus:  Spanish

• Preferred: Familiar with Excel/Word/Outlook/PPT/Access/MS Teams/JIRA/Salesforce/Confluence/MyCRM/NovelVox

• Preferred knowledge of database strategy, basic networks concepts (i.e., DNS, shares, privileges).

• Be able to work: 11:30am EST – 8:00pm EST

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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