Junior Support Analyst

3 semanas atrás

São Paulo, São Paulo, Brasil RELX Tempo inteiro

Join to apply for the Junior Support Analyst role at RELX.

As a TSS, you will be the escalation point for advanced technical issues and escalated customer service issues. You will support the Technical Support Analysts (TSA) and Technical Account Managers (TAM) teams, serving as a mentor to develop their skills through patience and constructive coaching. You will set a positive tone for the team, providing encouragement and accessibility during demanding times.

What You Will Do
  • Recognize and provide technical training, perform root-cause analysis, and implement solutions to reduce customer issues.
  • Focus on process and procedure improvements and contribute to the knowledge base.
  • Work diligently with TSA/TAM teams to address escalated customer concerns or questions.
Skills You Need
  • Advanced troubleshooting and customer service training; in-depth knowledge of LN products and services.
  • Experience handling escalated support calls, with a customer service-oriented approach.
  • Excellent communication, presentation, and training skills.
  • Ability to work independently, multi-task, and handle various support channels.
  • Willingness to work rotating weekend shifts.
Accountabilities
  • Provide second-level support for LexisNexis products.
  • Coordinate with technical and business teams to resolve issues quickly.
  • Escalate high-level customer issues and follow through to resolution.
  • Create and update knowledge base articles and support product upgrades and migrations.
  • Analyze new product releases, identify defects, and collaborate with teams for fixes.
  • Participate in product launch preparations and become a subject matter expert.
  • Document issues and resolutions accurately in tracking systems.
  • Develop training materials to enhance TSA support capabilities.
Qualifications
  • College degree in relevant fields or equivalent experience.
  • Experience in technical customer support or related training.
  • Knowledge of VAX/IP/FTP, Microsoft .NET, SQL, HTML, XML, and basic networking.
  • Strong troubleshooting, communication, and training skills.
Additional Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Technology, Information and Media

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