Product Support Specialist I

About the role

The Product Support Specialist I will join LexisNexis Risk's ThreatMetrix and Emailage support team, providing advanced technical assistance to customers worldwide. This role operates within a 24x7 environment, handling a range of issues from simple password resets to complex workflow troubleshooting.

Key responsibilities

• Monitor, troubleshoot, and resolve technical incidents for ThreatMetrix and Emailage SaaS products.
• Respond to customer inquiries via email and phone, logging all interactions in Salesforce.
• Assist customers with product installation, user‑interface navigation, and configuration of risk‑management rules.
• Escalate complex cases to second‑level support or appropriate specialist teams.
• Document resolutions and maintain accurate case records.

Required profile

• Strong interest in SaaS and enterprise software support.
• Excellent communication skills for both internal and external customers.
• Ability to work rotating shifts, including evenings, weekends, and overnight periods.

Required skills

• Experience with Salesforce for case management.
• Proficiency in SaaS troubleshooting and basic network diagnostics.
• Familiarity with email and phone support processes.