Technical Support Representative

Lexisnexis Risk Solutions; Johannesburg; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A legal and professional services firm in Johannesburg is seeking a Customer Support Specialist. This role involves delivering high-quality technical support to professional clients, such as attorneys and judges, via multiple communication channels. The ideal candidate will have a degree in a technical field and exceptional communication skills. This position offers flexibility in working hours and a comprehensive benefits package, including medical aid, retirement plans, and study leave.

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.
• Experience handling challenging customer situations with empathy.
• Ability to learn new tools and products easily.

Responsibilities

• Provide high-quality technical support to customers.
• Troubleshoot software, internet, and usability issues.
• Assist with account access requests and billing inquiries.

Skills

Exceptional communication skills

Troubleshooting software issues

Ability to manage multiple tasks

Experience with high-end clients

Empathy and composure in challenging situations

Education

Bachelor's degree in a technical field

Job description

Position Details

Locations: Durban, Cape Town, Johannesburg. Job type: Full time. Posted today. Job requisition id: R*******.

About our Team

LexisNexis Legal & Professional, which serves customers in more than countries with 11, 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, elevate 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; elevate 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.

Benefits

• 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. 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 **************.

Security

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams.

Equal Opportunity

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.

USA Job Seekers

US job seekers please do not use the UK or EU job posting system. For US applicants, if you are located in the United States, click “apply” or complete the online application via the United States portal.