About the Business:

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle - all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance

About our Team:

Our Customer Support Team is dedicated to supporting our valued customers. We provide excellence in our delivery of service through various channels of support. This includes detailed technical support, by phone, email, and online chat. Our goal is to give our customers the information they need and deliver high quality assistance.

About the Role:

As the Technical Support Analyst I, your purpose is to provide exceptional technical support and customer service to clients. You will be responsible for efficiently addressing customer inquiries, troubleshooting technical issues, and collaborating with internal teams to resolve complex problems. Your goal is to ensure customer satisfaction, retention, and loyalty by delivering timely and effective solutions.

Training will be held in the Alpharetta location and some will be virtual. Working Hours are: 11:30am - 8:00pm

Responsibilities:

With the customer's best interest in mind, the TSA (Technical Support Analyst) 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

Acquiring 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

Escalate issues to the second level team when necessary

Requirements:

1 year customer service in technical contact center environment or equivalent training, 2 years preferred

Customer focus to interact with customers

Problem Solving and basic technical skills

Excellent Customer Service skills. Excellent written and verbal communication skills English and Spanish

40-hour work week; Office environment/Remote

Preferred 2- or 4-year degree

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

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

Preferred: Familiar with Excel/Word/Outlook/PPT/MS Teams/JIRA/Salesforce/Confluence

Preferred knowledge of database strategy, basic networks concepts (i.e., DNS, shares, privileges)

Working for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits

Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits

Health Savings, Health Care, Dependent Care and Commuter Spending Accounts

In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

Learn more about the LexisNexis Risk team and how we work

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 or please contact 1-855-833-5120.

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We are 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.

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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.