Technical Support Analyst I

About the role

The Technical Support Analyst I provides high‑quality technical assistance to internal and external customers of LexisNexis Risk Solutions. Working across multiple proprietary insurance risk products, the analyst troubleshoots issues, conducts research, delivers training, and ensures a seamless customer experience. The role operates on a 11:30 am – 8 pm schedule and participates in a 24/7 on‑call rotation.

Key responsibilities

• Deliver technical support via phone, email, and chat.
• Troubleshoot technical problems, research solutions, and resolve inquiries.
• Document all interactions, research steps, and resolutions in CRM systems.
• Assist customers with product installation, UI functionality, and site navigation.
• Provide login, search, usability, and technical support across multiple platforms.
• Perform basic browser troubleshooting and technical diagnostics.
• Escalate complex issues to second‑level support teams.
• Participate in a 24/7 on‑call rotation, including weekend coverage.

Required profile

• Minimum 1 year of customer service experience in a technical contact‑center environment.
• Strong problem‑solving abilities and technical aptitude.
• Ability to manage multiple customer interactions simultaneously.
• Adherence to corporate policies on authentication, data security, and record retention.
• Willingness to work the specified schedule and on‑call rotation.

Required skills

• Experience with CRM platforms.
• Basic browser troubleshooting.
• Technical diagnostics and product installation support.