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Software Product Support Expert

2 weeks ago


Cape Town, Western Cape, South Africa RELX INC Full time
Software Product Support Expert Opportunity

About Our Company Overview

RELX INC is a leading global provider of information-based analytics and decision tools for professional and business customers, serving over 150 countries with 11,800 employees worldwide.

About the Role

This position involves delivering expert technical support to users of our Business Software Solutions products. By taking ownership of clients' software issues and providing prompt and efficient solutions, we aim to enhance customer satisfaction and loyalty.

Key Responsibilities

  1. Provide high-quality technical support to customers via various channels
  2. Prioritize all requests and support interactions
  3. Collaborate with customers remotely using Team Viewer
  4. Regularly update customers on outstanding tickets, even if escalated
  5. Resolve or address requests with minimal escalation to Team Leaders
  6. Guarantee problem resolution meets customer satisfaction standards
  7. Accurately document and maintain records of tickets and support calls
  8. Stay current on supported products, including changes before client rollouts

Required Skills and Qualifications

  • Grade 12/ Matric certificate
  • Minimum 5 years working experience in Conveyancing environment
  • LexisConvey experience advantageous
  • Strong knowledge of Windows, Outlook, and MS Office
  • Excellent telephone manner and communication skills
  • Paralegal Certificate advantageous
  • A+ and N+ qualifications highly advantageous

Work-Life Balance

We prioritize work-life balance and flexibility, allowing you to tailor your working hours to fit your needs and preferences.

Employee Benefits

  • Medical Aid
  • Comprehensive Retirement Plan
  • Family-friendly benefits, including adoption and surrogacy support

About Us

We provide critical legal, regulatory, and business information and analytics to empower customers to make informed decisions and drive success.

We're committed to diversity, equity, and inclusion: qualified applicants are considered based on merit and qualifications.