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For Companies At a Glance
- Tasks: Provide top-notch technical support and solve complex customer inquiries.
- Company: Join LexisNexis, a global leader in information and analytics.
- Benefits: Enjoy generous holidays, health perks, and a competitive pension scheme.
- Why this job: Make a real impact by helping users achieve success with innovative tech solutions.
- Qualifications: Experience in technical support and a passion for problem-solving.
- Other info: Dynamic team environment with opportunities for continuous learning and growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
About the Business
LexisNexis is a global provider of trusted information and analytics, delivering solutions that help organizations make informed decisions and manage risk. IDVerse is part of LexisNexis’ suite of solutions, providing advanced product services and support for a global user base, partner network, and internal staff.
About the Team
You will join the customer support team, organizing, directing, and coordinating service engagements with a strong focus on technical product services. The team acts as an escalation point for customer requests and drives continuous improvement in support processes while collaborating closely across functions.
About the Role
The Technical Support Analyst provides responsive, high‑quality support to our global users, partners, and internal teams. This role combines technical problem‑solving with a strong focus on customer experience. You will help users achieve successful outcomes, contribute to continuous improvement, and support the effectiveness of our product and service operations.
Responsibilities
- Respond to incoming requests across supported channels while maintaining service level expectations.
- Act as a point of escalation for complex customer inquiries.
- Investigate and resolve new or unknown technical issues, restoring service quickly and documenting solutions.
- Collaborate with cross‑functional teams to deliver timely, customer‑focused resolutions.
- Create and maintain knowledge articles, FAQs, and documentation.
- Support administration of internal systems, such as ticketing tools.
- Track support trends and metrics, identifying opportunities to improve customer experience and product stability.
- Produce PIR/RCA documentation to support continuous improvement and proactive monitoring.
- Provide technical guidance to colleagues and assist with troubleshooting.
- Support customers with product configuration and best practices (outside of SOW requirements).
- Assist with client onboarding and Executive Business Reviews when needed.
- Train and onboard new team members.
- Maintain internal and external training resources.
- Participate in on‑call rotations for outage support.
Requirements
- Experience in technical support or a related role (experience may come from professional, volunteer, or project‑based work).
- Hands‑on experience with cloud services and technologies.
- Understanding of APIs and SDKs.
- Familiarity with service management practices (e.g., ITIL) is beneficial.
- Clear, empathetic communication and a customer‑first mindset.
- Strong analytical and problem‑solving abilities.
- Ability to take ownership, work independently, and manage competing priorities.
- Initiative, curiosity, and commitment to continuous learning.
- Ability to stay organized and perform effectively in high‑pressure situations.
Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Generous holiday allowance with the option to buy additional days
- Health screening, eye care vouchers and private medical benefits
- Wellbeing programs
- Access to a competitive contributory pension scheme
- Save As You Earn share option scheme
- Travel Season ticket loan
- Electric Vehicle Scheme
- Optional Dental Insurance
- Maternity, paternity and shared parental leave
- Employee Assistance Programme
- Access to emergency care for both the elderly and children
- RECARES days, giving you time to support the charities and causes that matter to you
- Access to employee resource groups with dedicated time to volunteer
- Access to extensive learning and development resources
- Access to employee discounts scheme via Perks at Work
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
Technical Support Analyst employer: RELX INC
Contact Detail:
RELX INC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at LexisNexis or in similar roles on LinkedIn. A friendly chat can give us insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by practising common technical support scenarios. We want to show off our problem-solving skills, so think of examples where we’ve resolved tricky issues before.
✨Tip Number 3
Don’t forget to showcase our customer-first mindset! During interviews, share stories that highlight our empathy and communication skills. It’s all about making the user experience top-notch!
✨Tip Number 4
Apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can tailor our application to match what LexisNexis is looking for in a Technical Support Analyst.
We think you need these skills to ace Technical Support Analyst
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support Analyst role. Highlight your relevant experience in technical support, cloud services, and problem-solving skills. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role is all about customer experience, it's crucial to demonstrate your clear and empathetic communication style. Use examples from your past experiences where you've successfully resolved customer issues or collaborated with teams.
Highlight Continuous Learning: We love candidates who are curious and committed to learning! Mention any relevant courses, certifications, or self-study you've undertaken, especially around APIs, SDKs, or service management practices like ITIL.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen on joining our awesome team at StudySmarter!
How to prepare for a job interview at RELX INC
✨Know Your Tech Inside Out
As a Technical Support Analyst, you'll need to demonstrate your understanding of cloud services, APIs, and SDKs. Brush up on these topics before the interview, and be ready to discuss any relevant experience you have. This will show that you're not just familiar with the tech but can also apply it in real-world scenarios.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've tackled technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help the interviewers see your analytical abilities and how you approach complex customer inquiries.
✨Emphasise Customer Experience
Since this role focuses heavily on customer support, be sure to highlight your customer-first mindset. Share stories that illustrate your empathetic communication style and how you've gone above and beyond to ensure customer satisfaction. This will resonate well with the team’s values.
✨Prepare for Cross-Functional Collaboration
The job involves working closely with various teams, so be ready to discuss your experience in collaborative environments. Think of examples where you've successfully worked with others to resolve issues or improve processes. This will demonstrate your ability to thrive in a team-oriented setting.
