Provide technical customer support on a second level capacity across multiple disciplines.
- Responds to incidents and addresses service requests.
- Responsible for Project Management - Identifying and solving project-related problems to ensure smooth execution and successful completion.
- Follow security guidelines for the proper delegation of accounts and privileges.
- Actively participates in team meetings and activities.
- Foster strong, positive relationships with development teams, peers, L2 teams, and End users, emphasizing collaboration and open communication.
- Responsible for the ongoing management and maintenance of the LN Product environment.
- Provide system maintenance by performing routine / monthly maintenance on IT systems and hardware including updates, patches, backups and / or installations
- Provide professional, clear, concise, and timely status communication to relevant parties on issues and workload summaries
- Provide excellent customer service to end users including responding to inquiries and requests in a timely and professional manner.
- Proactively seeks opportunities to improve system operations, with a particular emphasis on automation and cost reduction.
- Maintain necessary licenses, training, and certifications.
- Apply experience and skills to complete tasks within your expertise.
- Follow standard operating procedures and analytical methods.
- Work under minimal supervision.
- In keeping with RELX Reed Elsevier values and competencies. Customer Systems Engineers develop and maintain positive relationships to promote customer satisfaction and team performance.
- Customer Systems Engineers at this level must undergo training from senior CSE reps to effectively fulfill their responsibilities and deliver excellent customer service.
Qualifications :
Bachelor's degree holder or Completed at least 2 years level in College (no back subjects / incomplete units)2 – 3 years of related experience in telephonic, helpdesk, or customer contact positions.Experience in TSR I support roles for LexisNexis or other tech support products.Excellent verbal, written, and interpersonal communication skills.Customer service orientation with strong troubleshooting abilities.Experience / background in Automation Fundamentals, Process Excellence or similar learning on Process Improvement and Automation a plusBackground on Gen AI Tools, LLM console, Copilot, ChatGPT is a plusExperience in telephonic, live chat, and email support.Experience in 2L, Product Support or Subject Matter Expert roles is a plus.Background in SQL and CRM applications.Strong customer relationship-building skills.Proficient in PC knowledge, Windows OS, Internet, and web browsers.LexisNexis product experience is a plus.Strong analytical skills for resolving customer issues.We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.
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