Technical Support Coordinator

Based in Alpharetta, GA onsite, this Technical Support Coordinator II role delivers hands-on technical assistance to end users across multiple products and platforms, concentrating on troubleshooting, research, training, and product support. The position includes an on-call rotation with an 11:30 am to 8:00 pm schedule.

Responsibilities

• Provide high-quality technical and customer support to internal and external customers via phone, email, and chat
• Troubleshoot technical issues, research solutions, and resolve customer inquiries with the customer’s best interest in mind
• Accurately document all customer interactions, research, and resolutions within CRM systems
• Acquire and maintain in-depth product knowledge to effectively demonstrate and support proprietary products and services
• Assist customers with product installation, user interface functionality, and site navigation
• Provide login, search, usability, and technical support across multiple platforms
• Perform basic browser troubleshooting and technical diagnostics
• Train and support users while responding to inquiries and escalations
• Utilize internal systems including CRM, billing tools, administrative platforms, websites, and production systems
• Escalate complex issues to second‑level support teams as needed
• Participate in a 24/7 on‑call rotation, including weekend coverage

Requirements

• 1 year of customer service experience in a technical contact center environment (2 years preferred) or equivalent training
• Strong customer focus with the ability to engage professionally and effectively
• Excellent problem‑solving and basic technical skills
• Outstanding written and verbal communication skills
• Ability to multitask and manage phone, email, and chat interactions simultaneously
• Professional attitude with a positive, team‑oriented mindset
• Ability to work independently on assigned tasks and projects
• Preferred: 2‑ or 4‑year college degree
• Second language proficiency (Spanish preferred)
• Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW
• Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)

Technologies

• Excel
• Word
• Outlook
• PowerPoint
• Access
• Visio
• WebEx
• MS Teams
• JIRA
• Salesforce
• Confluence
• MyCRM
• RNW

Benefits

• Country specific benefits

Compensation

Salary range is USD 40,400 to 67,400 per year.

About the Business

LexisNexis Risk Solutions serves as a pivotal partner in risk assessment. Within the insurance vertical, the company offers solutions and decision tools that blend public data with industry-specific content and advanced technology to support risk evaluation, prediction, and operational efficiency. These insurance risk solutions enable data-driven decisions across the policy lifecycle while working to reduce risk.

About the Team

The Customer Support team provides high‑quality technical assistance to both internal and external users, ensuring a seamless experience across multiple proprietary products and services. Operating in a fast‑paced, customer‑focused environment, the team supports users through phone, email, and chat. Collaboration, professionalism, and a commitment to customer success are central to the team’s approach.