Customer Service & OperationsJunior Support AnalystAs a TSS, you will be the escalation point for advanced technical issues and escalated customer service issues. You will serve as Tier 2 support for the Technical Support Analysts (TSA) and the Technical Account Managers (TAM) teams. Additionally, you will mentor TSA/TAM teams, oversee their skill development, and provide constructive coaching. You will set a positive tone for the team, offering encouragement and accessibility during demanding times.What you will do:Recognize and provide technical training, implement root-cause analysis, prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement, and contribute to the knowledge base.Understand the importance of immediate, accurate, and satisfactory resolution of customer issues, working diligently with TSA/TAM to address escalated concerns.Advance troubleshooting skills and customer service training. Develop in-depth knowledge of LN products and services to resolve issues from TSA’s.Handle escalated customer support calls, demonstrating strong customer service and team-oriented skills.Exhibit excellent written and verbal communication skills.Deliver outstanding presentation and training skills.Work independently and multitask effectively, handling walk-ups, incoming tickets, and emails.Accountabilities:Provide advanced second-level support to Frontline Representatives for LexisNexis products.Collaborate with technical and business teams to resolve production issues promptly.Escalate high-level customer issues to engineering, development, support, and product management teams, and follow through to resolution.Create, manage, and update the knowledge base (e.g., Wiki, CRM, SharePoint) as applicable.Support customers in upgrading and migrating products.Analyze new product releases/patches, informing frontline and premier representatives about new features and bug fixes.Test, reproduce, and identify defects reported by customers, submitting results and tracking issues to resolution.Participate in product launch preparations, becoming a subject matter expert on platforms and changes.Document accurately in systems such as RightNow CX and Bugzilla.Create training materials to enhance TSA support capabilities.Qualifications:College degree in Computer Science, MIS, Engineering, Business, or equivalent experience.Experience in a technical contact center or equivalent training.Knowledge of VAX/IP/FTP, Microsoft .NET, SQL, MySQL, HTML, XML, and MS Networking.Understanding of database strategies and basic network concepts (DNS, shares, privileges).Advanced troubleshooting and customer service skills, with in-depth knowledge of LN products.Proven ability to handle escalated support calls, with excellent communication, presentation, and training skills.Ability to work independently and multitask effectively.We are committed to a fair and accessible hiring process. If you require accommodations, please complete our Applicant Request Support Form or contact 1-855-833-5120.Note: Beware of scams where criminals pose as recruiters asking for money or personal information. We do not request money or banking details from applicants. Learn more about avoiding scams here.Please read our Candidate Privacy Policy.USA Job Seekers: We are an equal opportunity employer. Qualified applicants are considered without regard to race, color, creed, religion, sex, national origin, citizenship, disability, veteran status, age, marital status, sexual orientation, gender identity, or genetic information. EEO Know Your Rights.
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