About the Job:

As a Technical Support Analyst, you will deliver remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services to ensure that all products and services function properly. You will be responsible for resolving technical support inquiries directly or indirectly through on-site and/or remote first-level support representatives.

• Functional Knowledge: Requires proficiency in a range of analytical and technical processes or procedures to carry out assigned tasks.

• Business Expertise: Has a good understanding of how the team integrates with others to achieve department objectives

• Problem Solving: Performs moderately complex and varied tasks

• Impact: Impacts the quality and quantity of own work and its contribution to the team

• Interpersonal Skills: Uses communication skills to effectively exchange information; uses tact and diplomacy when dealing with others

You'll be Responsible for:

• Handling a high volume of phone calls while being able to log them into our ticketing system (Salesforce)

• Communicating with team members via email and chat

• Following consistent opening script/call times

• Providing advanced second-level support to Frontline Representatives for LexisNexis products.

• Direct contact with technical and business teams to resolve production issues quickly.

• Escalating high-level customer issues to engineering, development, production support, and product management teams and following through to resolution.

• Assisting customers with installation/training.

• Analysis of new product releases/patches, informing Frontline and Premier Representatives on new features, bug fixes, etc.

• Testing, reproducing, and identifying defects reported by customers, submitting results to appropriate teams through the tracking system, and following through to resolution.

• Meeting/Reviewing customer enhancements with the Product Management team, tracking and following through to resolution.



U.S. National Base Pay Range: $39,600 - $66,100. Geographic differentials may apply in some locations to better reflect local market rates.

 


 







We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer to our US full- and part-time employees working at least 20 hours or more per week:

● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice



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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.

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