Provide second-level technical support for a complex enterprise-wide software application and web services.  Deliver support to a wide range of customers (C-level, Administrators, IT, high profiled, tiered-valued customers, and some end users) via phone and email.The position supports Lexis Nexis Products such as PCLaw, Time Matters, Juris, InterAction and CounselLink. With expertise on Microsoft Products and web-based application navigation along with installation, software version upgrades, CRM, database management, data migration and depending on the product it may also include basic accounting, reports analysis, client/server system and interface wherein backend is an SQL environment.In keeping with Reed Elsevier values and competencies, the CSE I develops and maintains positive working relationships with all contacts, both internal and external, to promote customer satisfaction and maximize individual and team performance.Customer Systems Engineer performing at this level is required to undergo training from our Sr. CSE reps to fulfill their daily responsibilities and deliver excellent customer service.Proactively takes actions to increase awareness and drive usage of LexisNexis content, products, and services within assigned customer baseInvestigates positive and negative client satisfaction drivers, implementing insights gained into content to drive client engagementAble to effectively work with usage and marketing data, such as email outreach statistics, analyzing to develop clear next stepsOwns the development and maintenance of standardized client facing content sources including Knowledge Base and webinar seriesOversees the ZenDesk platform, ensuring tickets and/or chats created from client outreach are appropriately assigned and/or answered directlyDemonstrates deep product knowledge; acts as internal resource for product, sales, and marketingPrepares and delivers specialized customer presentations to drive usage, communicate our value proposition and competitive differentiatorsOther duties as assigned

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