Technical Support Representative

LexisNexis; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading legal information provider in Cape Town seeks a Technical Support Specialist to deliver exceptional support to esteemed professional clients. Candidates must possess a relevant degree, outstanding communication, and troubleshooting skills. The role emphasizes a collaborative environment, handling various customer inquiries, and providing solutions effectively. A commitment to customer satisfaction and the ability to handle complex situations is crucial. Opportunities for flexible working hours and numerous benefits are provided.

Benefits

Medical Aid

Retirement Plan inclusive of Risk Benefits

Modern family benefits

Study Leave

Qualifications

• Bachelor’s degree in a technical field or equivalent experience.
• Exceptional communication skills and professionalism.
• Ability to troubleshoot software, internet, and website issues.
• Able to manage multiple tasks in a fast-paced environment.
• Experience in handling challenging customer situations.

Responsibilities

• Provide high-quality technical support via phone, email, chat, and messaging.
• Troubleshoot software, internet, and usability issues.
• Assist with account access needs and general account-related requests.
• Communicate clearly and respectfully with all customers.
• Document customer interactions, issues, and resolutions.

Skills

Exceptional communication skills

Troubleshoot software issues

Empathy and composure

Ability to manage multiple tasks

Education

Bachelor’s degree in a technical field

Job description

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,300 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customer.

About the Role

In this role, you will provide high-quality technical support to customers via phone, email, chat, and messaging. You will help resolve technical and account-related issues, escalat*e complex cases when needed, and contribute to a collaborative team environment. You will support high-end professional clients, including attorneys, judges, and advocates, ensuring a positive and professional customer experience.

Responsibilities

• Deliver first-level technical support across multiple channels (phone, email, chat, messaging).
• Troubleshoot software, internet, website, and usability issues; escalat(e) unresolved cases appropriately.
• Assist with account access needs such as ID/password resets and login support.
• Support billing and invoice inquiries and other general account-related requests.
• Communicate clearly, professionally, and respectfully with all customers, demonstrating warmth, empathy, and confidence.
• De-escalate challenging interactions while maintaining a customer-focused approach.
• Respond effectively to complex or difficult customer scenarios, maintaining composure and problem-solving capability.
• Introduce and explain additional product features or services where appropriate.
• Accurately document customer interactions, issues, and resolutions.

Requirements

• Bachelor’s degree in a technical field or equivalent experience.
• Exceptional communication skills and professionalism, capable of engaging with high-end clients.
• Ability to troubleshoot basic software, internet, and website issues; willingness to learn new tools, products, and techniques.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Experience handling challenging customer situations with empathy and composure.
• Comfortable to support US hours (Monday–Friday).
• Experience with billing support, enterprise systems, and accounting applications.
• Experience with enterprise technical support including software, hardware, and enterprise systems.

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 flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Aid
• Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
• Modern family benefits, including adoption and surrogacy
• Study Leave

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.

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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.

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