Technical Support Specialist

6 days ago


South Africa LexisNexis South Africa Full time
About the Role

As a Technical Support Specialist at LexisNexis South Africa, you will be responsible for delivering exceptional technical support to customers, ensuring that all products and services function properly. You will provide timely and effective solutions to customer lifecycle issues, including troubleshooting, ticket creation, and coordination with internal resources.

Key Responsibilities:
  • Provide 2nd level technical resolution to customer lifecycle issues through telephonic, digital, and onsite visits.
  • Capture actionable insights on customer technical operating environments to advise product/development teams.
  • Use NPS verbatim comments and Voice of the Customer feedback to refine processes and enhance performance.
  • Identify revenue & implementation opportunities to grow and protect revenue.
  • Resolve customer problems or coordinate internal and external resources to get problems escalated.
Requirements

To be successful in this role, you will require:

  • Bachelor's degree in Computer Science, IS, or EE preferred.
  • Minimum 2 years related technical experience.
  • Strong technical, analytic, and project management experience.
  • High-level problem-solving ability and critical decision-making in complex customer environments.
  • Demonstrated successful performance in a technical customer-facing capacity.
  • Precise and in-depth knowledge of browsers, operating systems, internet technologies, and firewall/router/server technologies.
Benefits

We offer a healthy work-life balance, flexible working hours, and various wellbeing initiatives to help you meet your immediate responsibilities and long-term goals.



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