Lexis Nexis Risk&Solutions

LexisNexis Risk Solutions is a leader in providing essential information that helps customers across all industries and government assess, predict and manage risk. Combining cutting-edge technology, unique data and advanced analytics, we provide products and services that address evolving client needs in the risk sector while upholding the highest standards of security and privacy.
LexisNexis Risk Solutions is headquartered in Alpharetta, Georgia, and has more than 5,200 full-time employees and contractors in offices around the world.* LexisNexis Risk Solutions is part of RELX Group, a world-leading provider of information solutions.
Since 1988, LexisNexis Risk Solutions has scaled through innovation and growth in core businesses, and expansion into attractive adjacent and international markets, completing more than a dozen acquisitions in the last two years.

Technical Support Specialist (v1402254)

  • Código da vaga: v1402254
  • Nível hierárquico: Sênior
  • Local: São Paulo / SP / BR
  • Quantidade de vagas: 1
  • Data de expiração: 05 de Outubro de 2016
This position acts as an escalation point for TSA groups for advanced technical issues and escalated customer service issues. Providing TSA positions technical support with a high degree of customer satisfaction, technical expertise, and problem resolution skills to ensure maximum TSA productivity and minimal customer downtime. Consultant is very approachable serving as a mentor to TSAs and possesses a great ability to constructively coach and develop TSAs.
This position also works to proactively recognize and provide technical training, working with Team Manager, Production Support or Product Owners to implement root-cause analysis and ensure consistently driving solutions to proactively reduce customer and agent issues with a heavy focus on process/procedure improvement and knowledgebase contribution. Consultant understands the importance of immediate, accurate and satisfactory resolution of any customer concerns and always works diligently with the TSA to address any customer concerns or questions that have been escalated.

Provide advanced level technical support for PC software packages, Operating systems, NT,XP, Vista, WIN7, Citrix), Shelf and proprietary application software packages for the TSA position.
Handling escalated customer service issues
Conducts Network configuration, workstation installation, comm server configuration for the TSA position.
Provide data communications and LAN/WAN support for the TSA position.
Assist customers with installation/training of standalone software for the TSA position.
Provide hardware configuration analysis, diagnostics, troubleshooting and support for the TSA position.
Create and provide training materials to assist TSA to enhance their abilities to support the end user.
Participate in preparation for product launches. Become the SME regarding all platforms and changes through engagement with management and product owners.
If applicable, create, manage, update existing Knowledge Base (Wiki, Right Now, SharePoint)

Bachelor Degree
Experience with customer service in a contact center environment.
Preferred: VAX/IP/FTP/ Microsoft .NET/ SQL and MY SQL database/ HTML/ XML/ Working Knowledge of MS Networking.
Advance Troubleshooting Skills Training. Advanced Customer Service Training. In depth knowledge of LN products and services allowing to resolve issues from TSA’s.
Experience in handling escalated customer support calls , recognized as being Customer Service / Team Player oriented. Proven Customer Service skills with excellent written and verbal communication skills in English and Portuguese.
Outstanding presentation and training skills.

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