The LexisNexis Technical Support Representative role provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. The position requires to utilize skills from training, education, experience or certifications to fulfill their daily responsibilities. In addition, this position will work in a team environment maximizing individual and team performance.

Accountabilities

Assists with account related issues including ID/password assistance and modification of account users and product accesses
Processes trial requests and other online product related inquiries
Generates user list and related reports
Ensures customers are provided with the requested information
Ensures all customers claims and queries are satisfactorily investigated and resolved
Initiates the escalation process for unresolved customer problems
Maintains appropriate licenses, training and/or certifications, as needed
Applies experience and skills to complete assigned work within area of expertise
Works within standard operating procedures and/or analytical methods
Works with a moderate degree of supervision
Applies analytical and technical skills to perform a variety of activities
Has good understanding of how the team integrates with others
Recognizes and solves routine problems that can occur in own work area with or without supervisory approval; evaluates and selects solutions from established operating procedures
Uses communication skills and common courtesy to exchange information

Qualifications

Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

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