Responsibilities

The role of the Technical Support Analyst exists to provide technical support to customers using the BatchXML products (RDP, IDM, TrueID, etc.). This role may monitor and trouble-shoot issues and escalate issues to the appropriate group for resolution. The work being transitioned to RESSPI will encompass the following services:

Technical Support – Email & Phone

• Perform basic browser troubleshooting as well as use internal tools to research, troubleshoot and document technical issues.

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

• Accurately document all customer interaction, research, and resolution in Salesforce.

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

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

• Escalate issues to second level/other team when necessary.

Educational Background

• 2- or 4-year degree preferred or equivalent experience from a similar industry.

Qualifications:

• 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.

• Very keen to details and excellent researching skills.

• Excellent Customer Service skills.

• Excellent written and verbal communication skills.

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

• Customer Service / Team Player oriented.

• Professional attitude and positive demeanor always.

• Ability to work independently on assigned projects.

  LexisNexis, a division of RELX Group, is 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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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RELX is a global provider of information and analytics for professional and business customers across industries.

We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

In short, we enable our customers to make better decisions, get better results and be more productive.