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Technical Support Analyst I

Customer Services - Support & Training
Risk Solutions
LNR0088R Requisition #

 Customer Technical Support Analyst 1


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

  • With the customer's best interest in mind, the TSA 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 
  • Handle billing need such as payments, research, invoices, and usability of online billing tool 
  • Escalate issues to second level team when necessary
  • Be flexible for schedule variations within team
  • 24x5 hour Customer Support.  Available for all shifts + Weekend on-call.
  • 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 
  • Preferred 2 or 4 year degree 
  • Ability to multi-task and handle incoming calls as well as emails 
  • Customer Service / Team Player oriented
  • Professional attitude and positive demeanor at all times. 
  • Ability to work independently on assigned projects. 
  • Preferred: Second Language a plus:  Spanish, German, Brazilian-Portuguese, Dutch, or Mandarin
  • Preferred: Familiar with Excel/Word/Outlook/PPT/Access/Visio/WebEx/Lync/Skype         
  • Preferred knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges).

LexisNexis Risk Solutions (www.lexisnexis.com/risk) is a leader in providing essential information that helps customers across all industries and government predict, assess and manage risk. Combining cutting-edge technology, unique data and advanced scoring analytics, we provide products and services that address evolving client needs in the risk sector while upholding the highest standards of security and privacy. LexisNexis Risk Solutions is part of RELX Group plc, a leading publisher and information provider that serves customers in more than 100 countries with more than 29,000 employees worldwide. LexisNexis Risk Solutions 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or accommodations@relx.com.

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