Technical Support Analyst I (Customer Support)

About the role

Join the Customer Support team at LexisNexis Risk Solutions, a division of RELX, as a Technical Support Analyst I. You will provide high‑quality technical assistance to internal and external users of multiple proprietary insurance risk products, working across phone, email and chat channels.

Key responsibilities

• Deliver technical and customer support via phone, email and chat, adhering to security and data policies.
• Troubleshoot product issues, perform basic browser diagnostics, and guide users through installation and navigation.
• Document all interactions, research steps and resolutions in CRM systems.
• Maintain deep product knowledge to demonstrate features and resolve usability questions.
• Escalate complex cases to second‑level support and participate in a 24/7 on‑call rotation, including weekends.

Required profile

• Minimum 1 year of customer service experience in a technical contact‑center environment.
• Strong problem‑solving abilities and capacity to handle multiple interactions simultaneously.
• Willingness to work the schedule 11:30 am – 8 pm and participate in on‑call duties.

Required skills

• Experience with CRM platforms for ticketing and documentation.
• Basic browser troubleshooting and technical diagnostics.
• Familiarity with product installation, login support and site navigation.

What we offer

• Training at Duluth and Alpharetta locations with virtual components.
• Opportunity to work with industry‑leading risk analytics solutions.
• Collaborative, customer‑focused team environment.