Junior Support Analyst

As a TSS, you will be the escalation point for advanced technical issues and escalated customer service issues. You will serve as Tier 2 support for the Technical Support Analysts (TSA) and the Technical Account Managers (TAM) teams. Additionally, you will mentor TSA/TAM teams, oversee their skill development, and provide constructive coaching. You will set a positive tone for the team, offering encouragement and accessibility during demanding times.

What you will do:

• Recognize and provide technical training, implement root-cause analysis, prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement, and contribute to the knowledge base.
• Understand the importance of immediate, accurate, and satisfactory resolution of customer issues, working diligently with TSA/TAM to address escalated concerns.
• Advance troubleshooting skills and customer service training. Develop in-depth knowledge of LN products and services to resolve issues from TSA's.
• Handle escalated customer support calls, demonstrating strong customer service and team-oriented skills.
• Exhibit excellent written and verbal communication skills.
• Deliver outstanding presentation and training skills.
• Work independently and multitask effectively, handling walk-ups, incoming tickets, and emails.

Accountabilities:

• Provide advanced second-level support to Frontline Representatives for LexisNexis products.
• Collaborate with technical and business teams to resolve production issues promptly.
• Escalate high-level customer issues to engineering, development, support, and product management teams, and follow through to resolution.
• Create, manage, and update the knowledge base (e.g., Wiki, CRM, SharePoint) as applicable.
• Support customers in upgrading and migrating products.
• Analyze new product releases/patches, informing frontline and premier representatives about new features and bug fixes.
• Test, reproduce, and identify defects reported by customers, submitting results and tracking issues to resolution.
• Participate in product launch preparations, becoming a subject matter expert on platforms and changes.
• Document accurately in systems such as RightNow CX and Bugzilla.
• Create training materials to enhance TSA support capabilities.

Qualifications:

• College degree in Computer Science, MIS, Engineering, Business, or equivalent experience.
• Experience in a technical contact center or equivalent training.
• Knowledge of VAX/IP/FTP, Microsoft .NET, SQL, MySQL, HTML, XML, and MS Networking.
• Understanding of database strategies and basic network concepts (DNS, shares, privileges).
• Advanced troubleshooting and customer service skills, with in-depth knowledge of LN products.
• Proven ability to handle escalated support calls, with excellent communication, presentation, and training skills.
• Ability to work independently and multitask effectively.

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