Hybrid Technical Support Analyst

at RELX

• Job title: Technical Support Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $43,600 - $72,600 per year
• Degree requirement: No Education Requirement
• Tech skills: Cloud
• Location requirements: Hybrid, Alpharetta, United States

About the role

• Business-focused Technical Support Analyst providing product services and support for global users at LexisNexis Risk Solutions. Focused on technical product services within customer engagements and driving continuous improvement.

Responsibilities

• Handle incoming traffic via supported channels when necessary, to ensure SLA alignment.
• Handle client requests in relation to escalated support requests and issues.
• Serve as the primary point of contact for escalated customer inquiries and issues within the local region.
• Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
• Provide expert-level technical guidance to customers and staff, guiding them through issue resolution steps effectively.
• Collaborate with cross-functional teams to address customer needs and provide timely solutions.
• Assist clients configure the product where necessary, focused on providing product best practices.
• Assist with client onboarding and EBRs where necessary.
• Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
• Technical/Functional Article and FAQ creation, reviews, and modifications.
• Assist with problem management and identifying incident/request trends where necessary.
• Assist with maintaining both internal and external training documents where necessary.
• Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
• Assist with support metrics and trends to identify areas for improvement and provide insights to the management team.
• Assist in training and onboarding new customer support team members.
• Assist customers with configuration setup/training.
• Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.
• Participate in preparation for product launches.
• Accurate documentation in the appropriate systems such as Salesforce and Jira.

Requirements

• Minimum 3 years’ experience in a related field/role
• Advanced troubleshooting skills
• Advanced problem-solving skills
• Experience in handling escalated customer support calls
• Recognized as being Customer Service / Team Player oriented
• Proven customer service skills with excellent written and verbal communication skills
• Experience with Jira Service Desk
• Understanding of APIs and SDKs
• Hands on experience with cloud technologies and services
• Great multi-tasking and time management skills
• Outcome focused and ability to stay positive in high pressure situation

Benefits

• 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