Technical Support Specialist: Multichannel Troubleshooting

LexisNexis Risk Solutions; Alpharetta (GA); Hybrid; USD 40,400 - 67,400; Full time

Job summary

LexisNexis Risk Solutions is seeking a Tech Customer Support Coordinator II to deliver technical assistance across multiple proprietary products and services. The role focuses on troubleshooting, research, training, and product support while maintaining data security and authentication policies.

The team handles phone, email, and chat support in a fast-paced environment. The position requires strong problem-solving and communication skills and the ability to manage multiple customer

Qualifications

• 1 year of customer service in a technical contact center or equivalent training.
• Strong customer focus with professional engagement.
• Excellent problem-solving and basic technical skills.
• Outstanding written and verbal communication skills.
• Ability to multitask across phone, email, and chat interactions.
• Preferred: 2- or 4-year college degree.
• Preferred: Second language proficiency (Spanish preferred).
• Familiarity with Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, RNW.
• Basic knowledge of networking concepts (DNS, file shares, user privileges).

Responsibilities

• Provide high-quality technical and customer support via phone, email, and chat.
• Troubleshoot technical issues, research solutions, and resolve inquiries.
• Accurately document all customer interactions and resolutions in CRM systems.
• Acquire and maintain in-depth product knowledge to 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

Problem solving

Communication

Multitasking

Independent work

Team oriented

Spanish preferred

Education

Associate or Bachelor 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 technical assistance across multiple proprietary products and services. The role focuses on troubleshooting, research, training, and product support while maintaining data security and authentication policies.

The team handles phone, email, and chat support in a fast-paced environment. The position requires strong problem-solving and communication skills and the ability to manage multiple customer