About the Business:
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle – all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance
About the Team
The Customer Support team delivers high‑quality technical assistance to internal and external customers, ensuring a seamless experience across multiple proprietary products and services. The team operates in a fast‑paced, customer‑focused environment and supports users through multiple communication channels, including phone, email, and chat. Collaboration, professionalism, and a commitment to customer success are central to how the team operates.
About the RoleThe Tech Customer Support Coordinator II (Customer Support role) provides technical support to end users across multiple products and platforms. This role focuses on troubleshooting, research, training, and product support while delivering exceptional customer service. The position requires strong problem‑solving skills, technical aptitude, and the ability to manage multiple customer interactions simultaneously while adhering to corporate policies related to authentication, data security, and record retention.
Support is delivered through various CRMs and communication channels, and the role works both independently and collaboratively to resolve customer issues efficiently.
Schedule Hours: 11:30am – 8pm
Training will be held between the Duluth and at the Alpharetta locations and some virtual.
ResponsibilitiesProvide high‑quality technical and customer support to internal and external customers via phone, email, and chat
Troubleshoot technical issues, research solutions, and resolve customer inquiries with the customer’s best interest in mind
Accurately document all customer interactions, research, and resolutions within CRM systems
Acquire and maintain in‑depth product knowledge to effectively demonstrate and support proprietary products and services
Assist customers with product installation, user interface functionality, and site navigation
Provide login, search, usability, and technical support across multiple platforms
Perform basic browser troubleshooting and technical diagnostics
Train and support users while responding to inquiries and escalations
Utilize internal systems including CRM, billing tools, administrative platforms, websites, and production systems
Escalate complex issues to second‑level support teams as needed
Participate in a 24/7 on‑call rotation, including weekend coverage
1 year of customer service experience in a technical contact center environment (2 years preferred) or equivalent training
Strong customer focus with the ability to engage professionally and effectively
Excellent problem‑solving and basic technical skills
Outstanding written and verbal communication skills
Ability to multitask and manage phone, email, and chat interactions simultaneously
Professional attitude with a positive, team‑oriented mindset
Ability to work independently on assigned tasks and projects
Preferred: 2‑ or 4‑year college degree
Second language proficiency (Spanish preferred)
Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW
Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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.
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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.
USA Job Seekers:
EEO Know Your Rights.
Skills Required
- 1 year of customer service experience in a technical contact center environment (2 years preferred) or equivalent training
- Strong customer focus and professional attitude
- Excellent problem-solving and basic technical skills
- Outstanding written and verbal communication skills
- Ability to multitask and manage phone, email, and chat interactions simultaneously
- Ability to work independently on assigned tasks and projects
- Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW
- Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)
- Participate in a 24/7 on-call rotation, including weekend coverage
- 2- or 4-year college degree
- Second language proficiency (Spanish preferred)
RELX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RELX and has not been reviewed or approved by RELX.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with matching contributions, alongside other financial protections such as life and disability coverage. Tuition reimbursement and share purchase access further broaden the financial value of the package beyond base salary.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous vacation allowances, mental health days, and options like sabbaticals and tiered PTO by tenure. Parental and caregiving leaves are described in detail, reinforcing time-away benefits as a standout component of the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are supported by offerings such as mental health support (e.g., app access), EAP resources, gym-related perks, and wellness incentives. Flexible working hours and related work-life supports add to the perceived day-to-day value of benefits.
RELX Insights
What We Do
RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions.
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