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.

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