At a Glance
- Tasks: Deliver hands-on technical support and enhance user experience with AI tools.
- Company: Join LexisNexis, a leader in legal tech innovation and AI solutions.
- Benefits: Enjoy flexible hours, wellbeing initiatives, and study assistance.
- Other info: Dynamic work environment with opportunities for career growth and development.
- Why this job: Make a real impact by solving problems and improving device performance.
- Qualifications: Experience with Desktop OS, networking skills, and a strong customer service ethic.
The predicted salary is between 30000 - 40000 £ per year.
Are you passionate about delivering hands-on technical support that keeps people productive and systems running smoothly? Do you enjoy solving problems, improving device performance, and using automation and AI tools to enhance user experience?
About our Team
LexisNexis Legal & Professional serves customers in more than 150 countries with 11,800 employees worldwide. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law.
About the Role
You will provide in-person and remote technical support to ensure colleagues can work effectively across a range of devices and systems. This role focuses on proactive monitoring, problem-solving, and using automation and AI tools to improve device performance and user experience.
Responsibilities
- Provide technical support in person and remotely to troubleshoot and support laptop, operating system, software, printer, mobile device & user education issues.
- Proactive monitoring of laptops to identify machines in poor health, analyse where the issue lies, and find a resolution to increase laptop performance.
- Utilise automation opportunities to negate repetitive tasks.
- Use AI assistants responsibly to triage tickets, draft customer updates, summarise logs, and generate/refresh knowledge articles.
- Handle onboarding/offboarding workflows and processes.
Requirements
- Experience and technical knowledge of Desktop OS and applications (Windows, MAC) and Office 365.
- Solid networking skills.
- Hardware software installation and troubleshooting.
- Active Directory fundamentals.
- Mobile Device Management (Azure/Intune).
- ITIL practices awareness.
- Strong customer service ethic.
- Excellent problem-solving skills and good organisational skills.
Work in a Way That Works for You
We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working Pattern
Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
About the Business
LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.
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.
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 Spec II employer: RELX
RELX is an excellent employer that values its employees by fostering a collaborative and inclusive work culture in the vibrant setting of Greater London. With generous holiday allowances, health screening benefits, and opportunities for professional growth, employees are encouraged to develop their skills while contributing to meaningful customer relationships in the SaaS industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Spec II
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RELX. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like RELX before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Spec II
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to RELX:Your cover letter is your chance to shine! Tell us why you want to work at RELX specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at RELX!
How to prepare for a job interview at RELX
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
