What are the responsibilities and job description for the Technical Support Analyst I position at Reed Elsevier Technology Services?
About the Business:
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle - all while reducing risk. You can learn more about LexisNexis Risk at the link below. ;br>
About the Team
The Customer Support team delivers high-quality technical assistance to internal and external customers, ensuring a seamless experience across multiple proprietary products and services. The team operates in a fast-paced, customer-focused environment and supports users through multiple communication channels, including phone, email, and chat. Collaboration, professionalism, and a commitment to customer success are central to how the team operates.
About the Role
The Tech Customer Support Coordinator II (Customer Support role) provides technical support to end users across multiple products and platforms. This role focuses on troubleshooting, research, training, and product support while delivering exceptional customer service. The position requires strong problem-solving skills, technical aptitude, and the ability to manage multiple customer interactions simultaneously while adhering to corporate policies related to authentication, data security, and record retention.
Support is delivered through various CRMs and communication channels, and the role works both independently and collaboratively to resolve customer issues efficiently.
Schedule Hours: 11:30am - 8pm
Training will be held between the Duluth and at the Alpharetta locations and some virtual.
Responsibilities
Requirements
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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-.
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.
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle - all while reducing risk. You can learn more about LexisNexis Risk at the link below. ;br>
About the Team
The Customer Support team delivers high-quality technical assistance to internal and external customers, ensuring a seamless experience across multiple proprietary products and services. The team operates in a fast-paced, customer-focused environment and supports users through multiple communication channels, including phone, email, and chat. Collaboration, professionalism, and a commitment to customer success are central to how the team operates.
About the Role
The Tech Customer Support Coordinator II (Customer Support role) provides technical support to end users across multiple products and platforms. This role focuses on troubleshooting, research, training, and product support while delivering exceptional customer service. The position requires strong problem-solving skills, technical aptitude, and the ability to manage multiple customer interactions simultaneously while adhering to corporate policies related to authentication, data security, and record retention.
Support is delivered through various CRMs and communication channels, and the role works both independently and collaboratively to resolve customer issues efficiently.
Schedule Hours: 11:30am - 8pm
Training will be held between the Duluth and at the Alpharetta locations and some virtual.
Responsibilities
- Provide high-quality technical and customer support to internal and external customers via phone, email, and chat
- Troubleshoot technical issues, research solutions, and resolve customer inquiries with the customer's best interest in mind
- Accurately document all customer interactions, research, and resolutions within CRM systems
- Acquire and maintain in-depth product knowledge to effectively demonstrate and support proprietary products and services
- Assist customers with product installation, user interface functionality, and site navigation
- Provide login, search, usability, and technical support across multiple platforms
- Perform basic browser troubleshooting and technical diagnostics
- Train and support users while responding to inquiries and escalations
- Utilize internal systems including CRM, billing tools, administrative platforms, websites, and production systems
- Escalate complex issues to second-level support teams as needed
- Participate in a 24/7 on-call rotation, including weekend coverage
Requirements
- 1 year of customer service experience in a technical contact center environment (2 years preferred) or equivalent training
- Strong customer focus with the ability to engage professionally and effectively
- Excellent problem-solving and basic technical skills
- Outstanding written and verbal communication skills
- Ability to multitask and manage phone, email, and chat interactions simultaneously
- Professional attitude with a positive, team-oriented mindset
- Ability to work independently on assigned tasks and projects
- Preferred: 2- or 4-year college degree
- Second language proficiency (Spanish preferred)
- Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW
- Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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-.
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.
Salary : $40,400 - $67,400