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.
