About the Business

LexisNexis is a global provider of trusted information and analytics, delivering solutions that help organizations make informed decisions and manage risk. iDiverse is part of LexisNexis’ suite of solutions, providing advanced product services and support for a global user base, partner network, and internal staff.

About the Team

You will join the customer support team, organizing, directing, and coordinating service engagements with a strong focus on technical product services. The team acts as an escalation point for customer requests and drives continuous improvement in support processes while collaborating closely across functions.

About the Role

As a Technical Support Specialist, you will provide application expertise and assistance in post-sales engagements to drive new and renewing business, focusing on delivering customer-expected outcomes following an effortless experience methodology.

Key Responsibilities

• Handle incoming traffic via supported channels to ensure SLA alignment.
• Serve as the primary point of contact for escalated customer inquiries.
• Collaborate with cross-functional teams to address customer needs and provide timely solutions.
• Troubleshoot new/unknown product issues, restore systems to normal service, and document solutions.
• Assist clients in configuring the product and provide best practice guidance.
• Technical/Functional Article and FAQ creation, reviews, and modifications.
• Assist with administration for internal resources (e.g., ticketing systems).
• Support metrics and trends analysis to identify areas for improvement.
• Contribute to client retention and growth initiatives.
• Generate PIR/RCA documents with a focus on future-proofing and system monitoring.
• Deploy and analyze code changes via GitHub.
• Provide expert-level technical guidance to staff.
• Assist with client onboarding and executive business reviews (EBRs).
• Train and onboard new customer support team members.
• Participate in rostered on-call outage support during assigned shifts.

Qualifications

• Minimum 2–3 years’ experience in a related field/role.
• Strong IT skills:
  • Experience with all major OS (Windows, MacOS, Linux).
  • Hands-on experience with cloud technologies and services.
  • Ability to troubleshoot/understand DB/network connectivity logs.
  • Familiarity with SSL and corporate-level security and authentication methods.
  • Understanding of APIs and SDKs.
  • Familiarity with ITIL framework.
  • Candidates who prefer working outside of core 9–5 hours and can support on weekends are also encouraged to apply.

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 or please contact 1-855-833-5120.

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.

Please read our Candidate Privacy Policy.

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.

USA Job Seekers:

EEO Know Your Rights.