Sr. Customer Systems Engineer
Are you passionate about driving customer success and motivated by client satisfaction?
Would you like to provide first-class guidance and support to the customer?
About our Team
LexisNexis Legal & Professional serves customers in more than 150 countries with 11,300 employees worldwide, as part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.
About the Role
Delivers remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services to ensure that all products and services function properly. Provides technical support for deep applications (software/cloud).
- Supporting Cloud technologies.
- Supporting Web based applications.
- Browser technologies.
- Supporting and implementing SAML and SSO technology.
- API support and technology.
- Troubleshooting Web based authentication.
Responsibilities:
- Provide timely technical 2nd level resolution to customer lifecycle issues including customer follow-up, ticket monitoring, MTTR & ticket creation through telephonic, digital and onsite visits with customers.
- Capture actionable insights on the customer’s technical operating environments to advise product/development teams on planning product features, troubleshooting current issues, and determining the impact of technology changes.
- Use NPS verbatim comments, Voice of the Customer feedback, and peer-to-peer sharing to continue refining processes, enhancing performance, and delighting the customer.
- Uncover revenue & implementation opportunities that grow and protect revenue.
- Resolve customer problems or coordinate internal and external resources to get problems escalated and influence product direction.
- Identify opportunities for additional products or implementation projects with customers to drive NET POS across the business.
- Apply systems engineering experience, advanced education/certification, agile principles, and six sigma/lean knowledge to identify, participate in, and lead projects that develop, enhance, or streamline supportable technical and business solutions.
Requirements:
- BS degree in Computer Science, IS or EE preferred.
- Minimum of 2 years related technical experience.
- Strong technical, analytic, and project management experience.
- High level of problem-solving ability and critical decision-making in complex customer environments.
- Demonstrated successful performance in a technical customer-facing capacity.
- Current technical certifications and background.
- Precise and in-depth knowledge of products/technologies, as well as a highly specialized understanding of browsers: Edge, Chrome, Firefox, Safari. In-depth knowledge of current operating systems: Windows / Mac / Linux and MS Office product suite. Detailed knowledge of Internet technologies including HTTP/S, DNS, ICMP, SMTP, IP Subnetting. Detailed knowledge of firewall/router/server technologies. Basic knowledge of databases and related languages including SQL, API, SAML/SSO, XML, HTML, etc.
- May be home-based or have the ability to travel depending on customer needs and location.
Work in a way that works for you
We promote a healthy work/life balance across the organisation. 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.
Working for you
We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- 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.
LexisNexis, a division of RELX, 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. 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 Applicant Request Support Form: or please contact 1-855-833-5120.
Please read our Candidate Privacy Policy.
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