Hybrid Technical Support Analyst I

at RELX

• Job title: Technical Support Analyst I
• Job type: Full Time
• Experience level: Junior
• Salary: $40,400 - $67,400 per year
• Degree requirement: Associate's Degree
• Tech skills: DNS
• Location requirements: Hybrid, Alpharetta, United States

About the role

• Technical Support Analyst I delivering high-quality technical assistance and support to customers. Troubleshooting, training, and product support for internal and external users.

Responsibilities

• Provide high-quality technical and customer support to internal and external customers via phone, email, and chat
• Troubleshoot technical issues, research solutions, and resolve customer inquiries with the customer’s best interest in mind
• Accurately document all customer interactions, research, and resolutions within CRM systems
• Acquire and maintain in-depth product knowledge to effectively demonstrate and support proprietary products and services
• Assist customers with product installation, user interface functionality, and site navigation
• Provide login, search, usability, and technical support across multiple platforms
• Perform basic browser troubleshooting and technical diagnostics
• Train and support users while responding to inquiries and escalations
• Utilize internal systems including CRM, billing tools, administrative platforms, websites, and production systems
• Escalate complex issues to second-level support teams as needed
• Participate in a 24/7 on-call rotation, including weekend coverage

Requirements

• 1 year of customer service experience in a technical contact center environment (2 years preferred) or equivalent training
• Strong customer focus with the ability to engage professionally and effectively
• Excellent problem-solving and basic technical skills
• Outstanding written and verbal communication skills
• Ability to multitask and manage phone, email, and chat interactions simultaneously
• Professional attitude with a positive, team-oriented mindset
• Ability to work independently on assigned tasks and projects
• 2- or 4-year college degree
• Second language proficiency (Spanish preferred)
• Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW
• Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)

Benefits

• Country specific benefits