This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems. Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff.

In addition, this position will work in a team environment to maximize individual and team performance. Using effective communication, technical and analytical skills, the representative provides technical support including but not limited to software and web products navigation, product installation and upgrades and database maintenance and migration. It also deals with basic accounting and reports analysis. The TSR also initiates the escalation process for unresolved issues. In keeping with Reed Elsevier values and competencies, the TSR develops and maintains positive working relationships with all contacts, both internal and external, to promote customer satisfaction and maximize individual and team performance.

 

 

Responsibilities:

This position provides high quality telephonic technical support for the following categories:

Software 

Navigates and walks through a customer on product features and attributes Installs/Uninstalls software via remote session Escalates issues to the correct department as necessary Analyzes technical, billing and accounting issues at hand and work with end-users efficiently towards a resolution Initiates beta testing and documentation of new LexisNexis products (selected service group/s) 

Network 

Isolates and determines whether the issue lies on the network or on a local computer Disseminates and applies limitations on drive mapping, folder permissions, sharing and windows security 

Database 

Upholds the integrity of the customer’s database through necessary maintenance and troubleshooting 

Browser 

Examines technical difficulties experienced by customers who are using LexisNexis Online products Ensures compatibility of the customer’s computer with our products Follow up with customer’s issue through mandatory callbacks 

Operating System 

Works through different Windows most recent operating systems

Qualifications:

College Graduate or 2 years in college

1 year CSR/TSR experience

Has knowledge in CRM and Account Programs

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.

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