Technical Support Analyst

Tech Customer Support Coordinator IIRole Overview

Lexis Nexis Risk Solutions is the essential partner in the assessment of risk. The Customer Support team delivers high‑quality technical assistance to internal and external customers, ensuring a seamless experience across multiple proprietary products and services. The team operates in a fast‑paced, customer‑focused environment and supports users through multiple communication channels, including phone, email, and chat.

The Tech Customer Support Coordinator II provides technical support to end users across multiple products and platforms. This role focuses on troubleshooting, research, training, and product support while delivering exceptional customer service. The position requires strong problem‑solving skills, technical aptitude, and the ability to manage multiple customer interactions simultaneously while adhering to corporate policies related to authentication, data security, and record retention.

Support is delivered through various CRMs and communication channels, and the role works both independently and collaboratively to resolve customer issues efficiently. Training will be held between the Duluth and at the Alpharetta locations and some virtual.

Schedule

Hours:

11:30am – 8pm

• Provide high‑quality technical and customer support to internal and external customers via phone, email, and chat
• Troubleshoot technical issues, research solutions, and resolve customer inquiries with the customer’s best interest in mind
• Accurately document all customer interactions, research, and resolutions within CRM systems
• Acquire and maintain in‑depth product knowledge to effectively demonstrate and support proprietary products and services
• Assist customers with product installation, user interface functionality, and site navigation
• Provide login, search, usability, and technical support across multiple platforms
• Perform basic browser troubleshooting and technical diagnostics
• Train and support users while responding to inquiries and escalations
• Utilize internal systems including CRM, billing tools, administrative platforms, websites, and production systems
• Escalate complex issues to second‑level support teams as needed
• Participate in a 24/7 on‑call rotation, including weekend coverage

• 1 year of customer service experience in a technical contact center environment (2 years preferred) or equivalent training
• Strong customer focus with the ability to engage professionally and effectively
• Excellent problem‑solving and basic technical skills
• Outstanding written and verbal communication skills
• Ability to multitask and manage phone, email, and chat interactions simultaneously
• Professional attitude with a positive, team‑oriented mindset
• Ability to work independently on assigned tasks and projects
• Preferred: 2‑ or 4‑year college degree
• Preferred:
  Second language proficiency (Spanish preferred)
• Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, Web Ex, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW
• Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)

U.S. National Base Pay Range: $40,400 - $67,400.

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. USA Job Seekers: EEO Know Your Rights.