Lexis Convey Support Consultant

LexisNexis Legal & Professional ( www.lexisnexis.com ) is a leading global provider of content and technology solutions that enable professionals in legal, corporate, tax, government, academic and non-profit organizations to make informed decisions and achieve better business outcomes. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis« and Nexis« services. Today, LexisNexis Legal & Professional harnesses leading-edge technology and world-class content, to help professionals work in faster, easier and more effective ways. Through close collaboration with its customers, the company ensures organizations can leverage its solutions to reduce risk, improve productivity, increase profitability and grow their business. Part of RELX Group plc, LexisNexis Legal & Professional serves customers in more than 100 countries with 10,000 employees worldwide.

Lexis Convey Support Consultant
The CSC Support Consultant role isdedicated to supporting the users on our range of Business Software Solutionsproducts. The goal of the CSC SupportConsultant is to take ownership of our clients’ software problems and resolvethem fast and effectively. Themanagement of all support requests with the goal of ensuring that all issuesare resolved with a minimum number of calls requiring handover or escalationthereby ensuring client and management satisfaction.Key Accountabilities:

Dealingdirectly with customers in a friendly, helpful and efficient manner -telephonically, via email, remote support and live chatConfirmingprioritisation of all requests / support interactionDiagnosingproblems and requestsAssistingcustomers remotely using Team ViewerProvidingregular feedback to customers on outstanding tickets even if the ticket isescalatedResolvingand or addressing requests with a minimum number of tickets needing to beescalated to Team LeadersOwningthe problem / request until it is resolved to thecustomers satisfactionConsistentlyproviding customer support that meets Quality standardsTicketsare recorded accurately, comprehensively and timeously (meeting all QAstandards)Maintenanceof all tickets and support call records (all ticket record requirements are metbefore being “closed”)Handoverto branches where issues requires on site assistance or trainingKeepingup to date with and being familiar with all products supported by the CSCincluding changes (updates), before it is rolled out to clients.

LexisNexis, a division of RELX Group, is 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 1.877.734.1938 or [email protected].