Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of disciplines. Expands analytical or technical skills in own work area. Maintains appropriate licenses, training and/or certifications, as needed. Applies experience and skills to complete assigned work within our area of expertise. Works within standard operating procedures and/or analytical methods. Works with a moderate degree of supervision.
This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems.
Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and team performance.
Using effective communication, technical and analytical skills, the representative provides technical support including but not limited to software and web products navigation, product installation and upgrades and database maintenance and migration. It also deals with basic accounting and reports analysis. The TSR also initiates the escalation process for unresolved issues. In keeping with Reed Elsevier values and competencies, the TSR develops and maintains positive working relationships with all contacts, both internal and external, to promote customer satisfaction and maximize individual and team performance.
This position provides high quality telephonic technical support for the following categories:
Software
Navigates and walks through a customer on product features and attributes
Installs/Uninstalls software via remote session
Escalates issues to the correct department as necessary
Analyzes technical, billing and accounting issues at hand and work with end-users efficiently towards a resolution
Initiates beta testing and documentation of new LexisNexis products (selected service group/s)
Network
Isolates and determines whether the issue lies on the network or on a local computer
Disseminates and applies limitations on drive mapping, folder permissions, sharing and windows security
Database
Upholds the integrity of the customer’s database through necessary maintenance and troubleshooting
Browser
Examines technical difficulties experienced by customers who are using LexisNexis Online products
Ensures compatibility of the customer’s computer with our products
Follow up with customer’s issue through mandatory callbacks
Operating System
Works through different Windows most recent operating system
Qualifications:
Bachelor’s degree or has completed 2 years level in College without back subjects or incomplete units
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
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USA Job Seekers:
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.
RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs more than 36,000 people over 40% of whom are in North America.
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