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Technical Support Analyst I

Company: RELX
Location: Alpharetta
Posted on: September 23, 2022

Job Description:

Customer Technical Support Analyst 1

To provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Provides exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security, and record retention. Support is provided via multiple communication channels: telephone, e-mail, and chat support using multiple CRMs.

Accountabilities:

  • With the customer's best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer's questions and/or technical challenges
  • Accurately document all customer interaction, research, and resolution.
  • Acquire product knowledge to competently demonstrate the products and services we sell
  • Assist customers with installation of product user interface and site navigation.
  • Internal systems knowledge such as CRM, billing, admin tools, website, and production systems.
  • Provide login, search, usability, and technical support for multiple proprietary products and services
  • Provide high-quality customer support to internal and external customers via phone, email, and chat
  • Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
  • Perform basic browser troubleshooting Handle billing needs such as payments, research, invoices, and usability of online billing tool Escalate issues to the second level team when necessary
  • Be flexible for schedule variations within team24x5 hours Customer Support. Available for all shifts + Weekend on-call.
    Qualifications:
    • 1-year of customer service in a technical contact center environment or equivalent training
    • 2 years preferred Strong customer focus to interact with customers Problem Solving and basic technical skills
    • Excellent Customer Service skills.
    • Excellent written and verbal communication skills. 40-hour work week; minimal travel.
    • Office environment Preferred 2 or 4-year degree
    • Ability to multi-task and handle incoming calls as well as emails Customer Service/Team Player oriented
    • Professional attitude and positive demeanor at all times. Ability to work independently on assigned projects.
    • Preferred: Second Language a plus: Spanish, German, Brazilian-Portuguese, Dutch, or MandarinPreferred: Familiar with Excel/Word/Outlook/PPT/Access/Visio/WebEx/Lync/Skype
    • Preferred knowledge of database strategy and basic networks concepts (i.e. DNS, shares, privileges).#LI-ZM1#LI-Onsite

      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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.

      Please read our Candidate Privacy Policy

Keywords: RELX, Alpharetta , Technical Support Analyst I, Professions , Alpharetta, Georgia

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