Technical Support Representative Description This position provides high quality telephonic technical support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, this position initiates the escalation process for unresolved customer problems. Technical Support Representatives performing at this level will be required to utilize skills from training, education, experience, or certifications to fulfill their daily responsibilities. This position will also assist with account related issues, including ID/password assistance, billing/invoice support, and other general account related services. Representatives with advanced education, experience or certifications will be expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, this position will work in a team environment to maximize individual and team performance.
Qualifications: Bachelor's degree in a technical field or equivalent experience. 1-2 years job related experience. Experience with software support (technical troubleshooting and usability support). Experience with internet troubleshooting and website support. Experience with supporting accounting applications a plus. Experience with enterprise technical support including software, hardware, and enterprise systems a plus. Experience with support account/billing related assistance a plus. Ability to adapt and multi-task to support incoming calls, email, chat, etc. Ability to quickly understand key terms and phrases to apply appropriate troubleshooting techniques. Ability to work with difficult customers and diffuse frustrating situations.
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