Technical Support Analyst (Hybrid)

Are you keen to grow your career?

Do you have exceptional technical support expertise?

About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com
 

About our Team
Our team excels in working seamlessly with others, ensuring that we deliver exceptional support and solutions to our clients. Under the guidance of our experienced hiring manager, who believes in empowering.
 

About the Role

The Technical Customer Support Coordinator/Analyst will provide customer service support to multiple insurance adjusters. The support is provided via multiple communication channels: telephone, e-mail and chat support using multiple CRMs. Must be available to work fixed schedule from 11am-8pm.
 

This role will be hybrid going into the office once every few weeks or as needed.

Responsibilities

• Documenting all customer interaction, research, and resolution.

• Acquiring product knowledge to competently demonstrate the products and services we sell.

• Training, supporting, researching, and responding to inquiries and escalations received from internal and external customers, as well as perform basic browser troubleshooting

• Assisting customers with installation of product user interface and site navigation.

• Possessing internal systems knowledge, including CRM, billing, admin tools, website, and production systems."

• Providing login, search, usability, and technical support for multiple proprietary products and services

• Providing high quality customer support to internal and external customers via phone, email, and chat in real-time

Requirements

• Have 1 year of experience in a customer service contact center environment or equivalent training, with 2 years preferred

• Provide excellent customer service, including outstanding written and verbal communication skills.

• Able to maintain high-quality customer engagement through phone, email, social media. Able to visit clients and should be travelling to targeted clients each month.

• Be able to communicate effectively with customers via phone, email, and chat

• Able to multi-task and handle incoming calls as well as emails

• Able to work independently and collaboratively in a team environment

• Be able to communicate effectively with customers and provide exceptional customer service

• Holding a preferred 2 or 4-year degree, with experience in insurance or police records

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
● Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
● Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
● Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
● Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
● Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
● Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
● In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. 

We are an equal opportunity