Tech Support Coordinator II — Multi-Product Helpdesk

RELX; Alpharetta (GA); On-site; USD 40,000 - 67,000; Full time

Job summary

LexisNexis Risk Solutions is seeking a Tech Customer Support Coordinator II to deliver high-quality technical assistance across multiple products and platforms. The role requires troubleshooting, research, training, and strong customer service, while adhering to authentication and data-security policies.

The position covers scheduling hours from 11:30am to 8pm, with training conducted at Duluth and Alpharetta locations and some virtual sessions.

Qualifications

• 1 year of customer service experience in a technical contact center environment (2 years preferred)
• Excellent problem-solving and basic technical skills
• Outstanding written and verbal communication skills
• Ability to multitask and manage phone, email, and chat interactions simultaneously
• Professional attitude with a positive, team-oriented mindset
• Ability to work independently on assigned tasks and projects
• Second language proficiency (Spanish preferred)
• Familiarity with common office tools and CRM systems

Responsibilities

• Provide high-quality technical and customer support to internal and external customers via phone, email, and chat
• Troubleshoot technical issues, research solutions, and resolve customer inquiries with the customer's best interest in mind
• Accurately document all customer interactions, research, and resolutions within CRM systems
• Acquire and maintain in-depth product knowledge to effectively demonstrate and support proprietary products and services
• Assist customers with product installation, user interface functionality, and site navigation
• Provide login, search, usability, and technical support across multiple platforms
• Perform basic browser troubleshooting and technical diagnostics
• Train and support users while responding to inquiries and escalations
• Utilize internal systems including CRM, billing tools, administrative platforms, websites, and production systems
• Escalate complex issues to second-level support teams as needed
• Participate in a 24/7 on-call rotation, including weekend coverage

Skills

Customer service

Technical support

Multitasking

Communication

Problem solving

Education

2- or 4-year college degree

Tools

Excel

Word

Outlook

PowerPoint

Access

Visio

WebEx

MS Teams

JIRA

Salesforce

Confluence

MyCRM

RNW

Job description

LexisNexis Risk Solutions is seeking a Tech Customer Support Coordinator II to deliver high-quality technical assistance across multiple products and platforms. The role requires troubleshooting, research, training, and strong customer service, while adhering to authentication and data-security policies.

The position covers scheduling hours from 11:30am to 8pm, with training conducted at Duluth and Alpharetta locations and some virtual sessions.