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Hybrid Technical Support Analyst

at RELX
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Posted last month

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About the role

  • 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

Job title

Technical Support Analyst

Job type

Full Time

Experience level

Mid levelSenior

Salary

$43,600 - $72,600 per year

Degree requirement

No Education Requirement

Tech skills

Cloud

Location requirements

HybridAlpharettaUnited States

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