Accountabilities: + Provide advanced second level support to Frontline Representatives for LexisNexis products. + Direct contact with technical and business teams to resolve production issues quickly. + Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution. + Assist customers with installation/training. + Analysis of new product releases/patches, informing Frontline and Premier Representatives on new features, bug fixes, etc. + Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution. + Meet/Review customer enhancements with Product Management team, tracking and following through to resolution. + Participate in preparation for product launches. + Serve as the subject matter expert regarding all platforms and changes through engagement with management and product owners. + Accurate documentation in the appropriate systems such as Salesforce and JIRA Qualifications: + 2 or 4 year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred – or equivalent job experience. + 1+ year customer service in technical contact center environment or equivalent training. + Knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges). + Advanced Troubleshooting Skills Training. + Advanced customer service Training. + Experience in handling escalated customer support calls, recognized as being Customer Service / Team Player oriented. + Proven customer service skills with excellent written and verbal communication skills. + Outstanding presentation and training skills. + Ability to work independently and multi-task, handling calls and emails. 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 . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.