As a Technical Support Analyst II (TSAII), you will provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Additionally, you will provide exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention. You will utilize multiple communication channels: telephone, e-mail and chat support using multiple CRMs. Required availability: After the training period, will be assigned to 8 PM to 8 AM shift Eastern Time Nice to have skills and experience: Knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges) Your responsibilities: 1. With the customer’s best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer’s question and / or technical challenge 2. Accurately document all customer interaction, research and resolution. 3. Acquire product knowledge to competently demonstrate the products and services we sell 4. Assist customers with installation of product user interface and site navigation. 5. Internal systems knowledge such as CRM, billing, admin tools, website and production systems. 6. Provide login, search, usability, and technical support for multiple proprietary products and services 7. Provide high quality customer support to internal and external customers via phone, email, and chat 8. Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers 9. Perform basic browser troubleshooting 10. Handle billing need such as payments, research, invoices, and usability of online billing tool 11. Escalate issues to second level team when necessary Qualifications: 1. 1 year customer service in technical contact center environment or equivalent training, 2 years preferred 2. 2 or 4 year degree preferred or equivalent experience 3. Strong customer focus to interact with customers 4. Problem Solving and basic technical skills 5. Excellent Customer Service skills. 6. Excellent written and verbal communication skills. 7. Ability to multi-task and handle incoming calls as well as emails 8. Customer Service / Team Player oriented 9. Professional attitude and positive demeanor at all times. 10. Ability to work independently on assigned projects. LexisNexis, a division of RELX, is 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 , or please contact 1-855-833-5120. Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.