Product Support Specialist I

RELX INC; Houston (TX); Remote; USD 45,000 - 74,000; Full time

Benefits offered by this job

Health Benefits

Retirement Benefits

Wellbeing program

Disability Insurance

Life Insurance

Family benefits

Health Savings Accounts

Paid leave for ERGs

Job summary

Lex Machina, part of RELX, is seeking a Client Relations Specialist to assist customers with questions and to act as a bridge between users and the Product Engineering team.

The role focuses on delivering high-quality support, training users, and gathering feedback to improve the Lex Machina analytics product.

Qualifications

• Experience as attorney or in the legal field is required.
• Strong communication and interpersonal skills are essential.
• Experience handling stressful situations with patience and flexibility.
• Proficient with MS Office and Google Apps.

Responsibilities

• Assist users with questions ranging from basic product questions to complex legal inquiries.
• Become an expert user of Lex Machina and provide guidance and training to users.
• Respond to client inquiries primarily via email, with some live chat and phone support.
• Cover multiple support channels through Pacific Time business hours.
• Escalate bugs or data issues to relevant teams and share customer insights.

Skills

Customer focus

Communication

Time management

MS Office

Google Apps

Legal background

Tools

Legal research tools

KB article writing tools

Job description

Texas

Full time

R118950

Client Relations Specialist (Pacific Time)

About our Team

Lex Machina fundamentally changes how companies and law firms compete in the business and practice of law. The company provides strategic insights on judges, lawyers, law firms, parties, and other critical information across dozens of federal practice areas and a rapidly growing number of state courts. Lex Machina allows law firms and companies to anticipate the behaviors and outcomes that different legal strategies will produce, enabling them to win cases and close business. Headquartered in Silicon Valley, Lex Machina is part of LexisNexis, a leading global provider of legal, regulatory, and business information and analytics. For more information, please visit www.lexmachina.com.

About the Role

As a Client Relations Specialist at Lex Machina, you'll work closely with customers to resolve issues and answer questions. You'll have a great chance to learn the business from scratch and understand the premier Legal Analytics product. This role is a member of the Product Engineering Team organization and as such will act as a bridge between the customers who use the product and the people who are building the product.

Location

Applicants must be able to work regular Pacific Time business hours.

Responsibilities

• Assisting users with all levels of questions ranging from basic product question to complex legal inquiries
• Becoming an expert user of Lex Machina and providing guidance and training to users
• Providing solutions to ensure client satisfaction primarily via email, with some live chat, and occasionally by telephone
• Covering various support channels through close of business Pacific Time
• Acting as a voice-of-the-customer to the Product Engineering Team
• Escalating product bugs or data issues to the appropriate teams
• Gathering and reporting on user insights, customer service trends, and product development suggestions and collaborating with internal teams to address feedback
• Conducting occasional customer trainings on Lex Machina's basics

Requirements

• Be able to work independently and as a team player while using professional judgment
• Write clearly and concisely
• Experience in a professional environment
• Experience as attorney or in the legal field is required for this job
• Experience handling stressful situations with patience and flexibility
• Possess time management skills; ability to multi-task
• Possess excellent customer-focus skills
• Strong communication and interpersonal skills
• Experience in Microsoft Office, Google Apps

Preferred Qualifications

• Experience working in a legal library or in a research role
• Experience with legal research tools
• Familiarity with customer support processes and software
• Experience in writing knowledge base articles, tutorial video production, or learning management systems
• Skill with data analysis (gain insight into our customer support performance metrics and customer feedback)

Work in a way that works for you

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working for you

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
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

Commitment to Inclusion & Diversity

At LexisNexis Legal & Professional, part of RELX, we are deeply committed to inclusion and diversity (I&D), viewing it as a competitive advantage that enriches our work. Our Code of Ethics and Business Conduct reinforces this commitment, prohibiting discrimination and supporting fair hiring and career growth for individuals of all backgrounds, identities, and abilities.

Our teams span the globe, uniting varied cultures and ideas to tackle complex issues for customers. As we strengthen our inclusive culture, our hiring managers and I&D talent networks work diligently to reduce bias and recruit diverse talent worldwide. Learn more about how we’re fostering a culture of inclusivity here (https://www.lexisnexis.co.uk/insights/advancing-what-s-possible-through-inclusion-and-diversity/index.html).

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision‑making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

Salary Range

To be added when data can be disclosed.

U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.

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 Applicant Request Support Form or please contact 1-855-833-5120.

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.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.