Technical Support Specialist (Hybrid)

About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com

About our Team

While being a part of our team, we cultivate a collaborative, supportive environment where every one of our people has the Freedom to innovate, Space to be original, and Trust to find your own path.

About the Role

As a TSS, you will be the escalation point for advanced technical issues and escalated customer service issues. You will be Tier 2 support for the Technical Support Analysts (TSA). Additionally, you will serve as a mentor to the TSA teams oversee their skill develop utilizing your patience, and constructive coaching. You will set a positive tone for the entire team providing encouragement and accessibility, especially during the demanding times. Working Hours: 9:30am-6:00pm - Monday-Friday

Responsibilities

• Providing advanced second-level support to Frontline and Premier Representatives for LexisNexis products.
• Communicating with technical and business teams to resolve production issues quickly.
• Escalating high-level customer issues to engineering, development, production support, and product management teams.
• Troubleshooting hardware and software issues and identifying root causes to prevent future occurrences.
• Creating, managing and updating existing Knowledge Base (i.e. Wiki, CRM, SharePoint).
• Testing, reproducing and identifying defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
• Becoming the SME regarding all platforms and changes through engagement with management and product owners.
• Documenting in the appropriate systems such as RightNow CX and JIRA - enhancement/defect tracking system.
• Meeting/Reviewing customer enhancements with Product Management team, tracking and following through to resolution.

Requirements

• Have over 1+ year of customer service experience in a technical contact center environment or through equivalent training. Proficient in VAX/IP/FTP, Microsoft .NET, SQL and MySQL databases, HTML, XML, and possess working knowledge of MS Networking.
• College degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred - or equivalent job experience.
• Able to work independently and multi-task, handling walk-ups, incoming ticket and emails.
• Display knowledge of database strategy and basic network concepts (i.e. DNS, shares, privileges).
• Experience in handling escalated customer support calls, recognized as being Customer Service / Team Player oriented.
• Be able to provide excellent customer service and communication skills.
• Have proven customer service skills with excellent written and verbal communication skills.

Learn more about the LexisNexis Risk team and how we work here

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