Technical Support Analyst

Technical Support Analyst

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

The Technical Support Analyst is customer facing and dedicated to providing product services and support for our global user base, partner network, and internal staff.  You will provide application expertise and assistance in post-sales engagements to drive new and renewing business for all users, focusing on delivering customer expected outcomes following an effortless experience methodology. You will organize, direct, and coordinate all aspects of the service engagements for customers, with a strong focus on technical product services and understanding the business value and positioning of IDVerse solution. You will also act as an escalation point for customer service-related requests and assist with driving continuous improvement in our customer support processes.

Responsibilities

• Handle incoming traffic via supported channels, when necessary, 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.
• Own and trouble-shooting new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience.
• Technical/Functional Article and FAQ creation, reviews, and modifications.
• Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
• Assist with support metrics and trends to identify areas for improvement and provide insights to the management team and the Services team in driving client retention and growth.
• Generate PIR/RCA documents with a focus on future proofing and system monitoring.

Other Duties: 

• Deploying and analyzing code changes via GitHub.
• Provide expert-level technical guidance to staff, guiding them through issue resolution steps effectively.
• Assist clients configure the product where necessary, focused on providing product best practices where SOW is not needed.
• Assist with client onboarding and EBRs where necessary.
• Train and onboard new customer support team members.
• Maintain both internal and external training documents where necessary.
• Rostered on-call outage support during assigned shifts.

Requirement 

• Minimum 3 years' experience in a related field/role. 
• Experience with all Major OS (Windows, MacOS, Linux).
• Hands on experience with cloud technologies and services.
• Ability to trouble-shoot/understand DB/Network connectivity logs.
• Familiarity with SSL and understanding of corporate level security and authentication methods.
• Understanding of APIs and SDKs.
• Familiarity with ITIL framework.

Company Culture Attributes: 

• Strong communication and customer skills.
• Strong logical thinking and problem-solving skills. 
• Accountability and ownership.
• Exhibits initiative.
• Customer-Centric Mindset.
• Continuous Learning & Improvement
• Ability to work under pressure and be highly organized.

Your recruiter will advise you on the full benefits package for your location

We encourage individuals of all backgrounds, including but not limited to those from underrepresented groups, people living with disabilities, career changers, and candidates with non-traditional education or experience—to apply. If you require accommodations during the recruitment process, please let us know; we are committed to providing the support you need to succeed.

Learn more about the LexisNexis Risk Solutions team and how we work

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