Technical Support Specialist

About the business: LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication and Verification, Fraud and Credit Risk Mitigation, and Customer Data Management. You can learn more about LexisNexis Risk at the link below, https://risk.lexisnexis.com/. About our team: While being a part of our team, we cultivate a collaborative, supportive environment where every one of our people has the Freedom to innovate, Space to be original, and Trust to find your own path. About the job: As a TSS, you will be the escalation point for advanced technical issues and escalated customer service issues. You will be Tier 2 support for the Technical Support Analysts (TSA). Additionally, you will serve as a mentor to the TSA teams and oversee their skill development utilizing your patience and constructive coaching. You will set a positive tone for the entire team, providing encouragement and accessibility, especially during the demanding times. Working Hours: 7:00 am-3:30 pm - Monday-Friday You’ll be responsible for: Recognize and provide technical training, implement root-cause analysis prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledgebase contribution, understand the importance of immediate, accurate, and satisfactory resolution of any customer, work diligently with the TSA/TAM to address any customer concerns or questions that have been escalated. Providing advanced second-level support to Frontline and Premier Representatives for LexisNexis products. Communicating with technical and business teams to resolve production issues quickly. Escalating high-level customer issues to engineering, development, production support, and product management teams. Creating, managing and updating existing Knowledge Base (i.e. Wiki, CRM, SharePoint). Support customers in upgrading products and migrating products to new environments. Analysis of new product releases/patches, informing Frontline and Premier Representatives on new features, bug fixes, etc. Testing, reproducing, and identifying defects reported by customers, submitting results to appropriate teams through the tracking system, and following through to resolution. Meeting/Reviewing customer enhancements with the Product Management team, tracking and following through to resolution. Participating in preparation for product launches. Becoming the SME regarding all platforms and changes through engagement with management and product owners. Accurate documentation in the appropriate systems such as RightNow CX and JIRA – enhancement/defect tracking system. Qualifications: 2 years of a college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred – or equivalent job experience. 1 years of customer service in a technical contact center environment or equivalent training. VAX/IP/FTP/ Microsoft .NET/ SQL and MY SQL database/ HTML/ XML/ Working Knowledge of MS Networking. Knowledge of database strategy and basic network concepts (i.e. DNS, shares, privileges). Advance Troubleshooting Skills Training. Advanced customer service Training. In-depth knowledge of LN products and services allowing to resolve issues from TSA’s. 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. Outstanding presentation and training skills. Ability to work independently and multi-task, handling walk-ups, incoming tickets, and emails. Culture and benefits: Learn more about the LexisNexis Risk team and how we work (click: here) #LI-ZM1 #LI-Hybrid At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. 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. 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: https://forms.office.com/r/eVgFxjLmAK . Please read our Candidate Privacy Policy. RELX is a global provider of information and analytics for professional and business customers across industries. We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients. In short, we enable our customers to make better decisions, get better results and be more productive.