Tech Customer Support Analyst III

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October 29

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LexisNexis

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Compliance • Government • SaaS

LexisNexis is a provider of professional solutions tailored for law firms, corporations, government agencies, and academic institutions. It offers legal solutions, news, and business insights. LexisNexis also provides risk solutions for companies and government agencies, focusing on data analytics for compliance, customer acquisition, fraud detection, health outcomes, identity solutions, investigations, receivables management, risk decisioning, and workflow optimization. As part of the RELX Group, LexisNexis is committed to enhancing digital experience through data and analytics.

10,000+ employees

Founded 1970

📋 Compliance

🏛️ Government

☁️ SaaS

💰 Corporate Round on 2021-06

📋 Description

• Provide second-level technical support across multiple platforms and disciplines. • Respond to incidents and service requests with professionalism and urgency. • Deliver clear, concise, and timely updates to stakeholders on issue status and workload. • Identify and resolve project-related challenges to ensure smooth execution and successful completion. • Collaborate with cross-functional teams to meet project goals. • Follow security protocols for proper delegation of accounts and privileges. • Maintain licenses, certifications, and training relevant to the role. • Provide excellent customer service to end users, responding to inquiries and requests in a timely and professional manner. • Foster strong relationships with development teams, peers, and end users, emphasizing collaboration and open communication. • Efficiently and effectively manage customer support cases in alignment with established support protocols and service standards. • Proactively seek opportunities to improve system operations, with a focus on automation and cost reduction. • Actively participate in team meetings and activities. • Engage in regular training and mentorship from senior Customer System Engineers to enhance service delivery and technical capabilities.

🎯 Requirements

• Strong analytical and troubleshooting skills • Effective communication and interpersonal abilities • Ability to work independently with minimal supervision • Customer service orientated and commitment to customer satisfaction • 2 – 3 years of related experience in application support, or customer contact positions • Proficient in PC knowledge, Windows OS, Internet, and web browsers • Experience with SQL and DevTools is advantageous

🏖️ Benefits

• Wellbeing initiatives • Shared parental leave • Study assistance • Sabbaticals