Technical Support Representative I

About the role

We are looking for a Technical Support Representative I to deliver high‑quality phone, chat and email assistance to customers using LexisNexis software and web products. The role involves troubleshooting, product installation, and resolving technical, billing and account issues while maintaining customer satisfaction.

Key responsibilities

• Provide telephonic, chat and email technical support for software, web and database products.
• Guide customers through product features, install/uninstall software via remote sessions, and ensure system compatibility.
• Diagnose network problems, manage drive mapping, folder permissions and Windows security settings.
• Maintain and troubleshoot customer databases, perform upgrades and migrations.
• Analyze billing and accounting queries and assist with invoice support.
• Escalate unresolved issues to appropriate departments and participate in beta testing of new products.
• Conduct mandatory follow‑up callbacks to ensure issue resolution.

Required profile

• Bachelor’s degree in any field or at least two years of college education.
• Strong analytical and communication skills with the ability to work in a team environment.
• Willingness to share knowledge and contribute to continuous improvement.

Required skills

• Software installation and uninstallation via remote tools.
• Network troubleshooting and Windows OS troubleshooting.
• Drive mapping, folder permission management, and Windows security configuration.
• Database maintenance and migration.
• Web product navigation and compatibility testing.
• Experience with phone, chat and email support channels.