Technical Support Analyst I

Perform high quality and advanced Customer Service and Technical Support to LexisNexis external end users with PC and Internet based applications.  Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers.  Excellent communication skills needed. Interact with customers via telephone, email, and chat channels using analytical problem-solving skills.  Provide technical assistance as well as data and product expertise.  Balance numerous priorities and deadlines, while maintaining professionalism. 

Must work early morning shift from 2am to 11am, with possiblity of shift becoming a split shift.

• Assist potential, internal and external customers with software installations, browser configurations, and PC configurations.
  


• Provide technical support to customers for Internet based applications on various operating systems.
  


• Operating systems (Windows 95, 98, NT, 2k, XP, Vista & Mac).
  


• Shelf and proprietary application software packages.
  


• Interface with multiple internal and external teams to resolve customer issues. 
  


• Resolve customer account and product questions. 
  


• Follow-up on escalated customer service/technical issues and system status updates.
  


• Create, review, and distribute weekly and monthly reports per customer requests.
  


• Interact/communicate with Sales, Business, and Technology units in preparation for rewrites, releases, rollouts, support issues, etc.
  


• Represent the Support Center in interdepartmental meetings and special projects.
  


• Monitor product response times and transactions for verification that customer results are returning as expected utilizing various monitoring tools.
  


• Understand EDITS documents, XML schemas, Rule Plans and Customer Specific Formats for appropriate products to answer various questions on file formats, byte sizes, and comparing files for data discrepancies.
  


• Train end users regarding multiple web-based and installed software delivery systems.  Training consists of security access, applications, products, services, TAT, results, etc. 
  


•  Provide LexisNexis product and service support   
  


• Report content for products offered for Insurance Services, CRU, WPS, MARI, Bridger, Accurint, Commercial, etc.
  Tracking of orders through LexisNexis internal systems (Unix, VAX and Mainframe)
  

• Required Education: High School diploma/ Technical school, College and/or equivalent previous work experience.


• Preferred Education: Technical school or College level computer classes. Customer service telephone support experience and LN products experience a plus.


• Required Experience & Training: 1 year customer service experience required in a professional technical capacity; past customer service, technical support and/or personal customer contact position.


• Preferred Experience & Training: 2 year customer service experience required in a professional technical capacity; past customer service, technical support and/or personal customer contact position.


• Required Specific Skills: DOS/Windows/Data Communications/Internet Connectivity/IE/Netscape/Other browsers/Internet options, etc/ Dialup connections/Diagnosing Internet routes (tracert, IP, etc)/HTML/Java/XML/Proficient writing skills and customer service experience/ good written and verbal communication skills. 


• Preferred Specific Skills: DOS/Windows/LAN/Data Communications/VAX/IP/UNIX/Internet Connectivity/Proxy knowledge/IE/Netscape/ Other browsers/ Proxy knowledge/Internet options, etc/ VPN/TCPIP/ Dialup connections/Diagnosing Internet routes (tracert, IP, etc)/HTML/Java/XML/ Proficient writing skills and customer service experience. 


• Required Licensing/Certification: None


• Preferred Licensing/Certification: A+ PC Certification or Microsoft Certification or Novell CAN.


• Required Other: Customer Service/Team Player oriented.


• Preferred Other: Knowledge of LexisNexis products and systems. 

LexisNexis is a leading global provider of business information solutions to professionals in a variety of areas, including: legal, corporate, government, law enforcement, tax, accounting, academic, and risk and compliance assessment. LexisNexis helps customers achieve their goals in more than 100 countries, across six continents, with over 18,000 employees. Regardless of your location, you'll work together with your colleagues as one team - a unified network of professionals who share a passion for solving problems, realizing results, and pushing the boundaries of what knowledge can do.

Additional Information:

• Travel Percentage: 10%