Job Description

About the Business
LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.
About the Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today's top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).
About the Role
As a Technical Support Analyst, you will play a key role in providing advanced second-level technical support across multiple disciplines, ensuring high-quality service delivery and system reliability. This role requires strong problem-solving skills, proactive communication, and a collaborative mindset to support both internal teams and external clients.
Key Responsibilities
Technical Support & Incident Management

• Provide second-level technical support across multiple platforms and disciplines.
• Respond to incidents and service requests with professionalism and urgency.
• Deliver clear, concise, and timely updates to stakeholders on issue status and workload.

Project Management

• Identify and resolve project-related challenges to ensure smooth execution and successful completion.
• Collaborate with cross-functional teams to meet project goals.

System Maintenance & Security

• Follow security protocols for proper delegation of accounts and privileges.
• Maintain licenses, certifications, and training relevant to the role.

Customer Service & Communication

• Provide excellent customer service to end users, responding to inquiries and requests in a timely and professional manner.
• Foster strong relationships with development teams, peers, and end users, emphasizing collaboration and open communication.

Operational Excellence

• Efficiently and effectively manage customer support cases in alignment with established support protocols and service standards.
• Proactively seek opportunities to improve system operations, with a focus on automation and cost reduction.
• Leverage technical expertise and prior experience to independently resolve support tasks, adhering to standard operating procedures and applying sound analytical judgment.

Team Engagement

• Actively participate in team meetings and activities.
• Engage in regular training and mentorship from senior Customer System Engineers to enhance service delivery and technical capabilities.

Required Skills & Competencies

• Strong analytical and troubleshooting skills
• Effective communication and interpersonal abilities
• Ability to work independently with minimal supervision
• Customer service orientated and commitment customer satisfaction
• 2 - 3 years of related experience in application support, or customer contact positions.
• Proficient in PC knowledge, Windows OS, Internet, and web browsers
• Experience with SQL and DevTools is advantageous

Work in a way that works for you
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
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 or please contact 1-855-833-5120.
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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.
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