Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Support Analyst is responsible for providing advanced technical support by investigating, analyzing, troubleshooting, and reproducing complex customer-reported issues. This position requires a strong technical background and the ability to perform in-depth analysis of system behavior using log files, configuration data, input/output files, and database records. The role involves direct accountability for customer support cases, ownership of communication, adherence to service level agreements (SLAs), and effective management of issue severity and escalations.

Responsibilities

Investigate, analyze, troubleshoot, and reproduce complex technical issues reported by customers
Respond to and log all incoming customer support calls and emails in accordance with defined SLAs
Own support cases end to end, including customer communication, status updates, and timely resolution
Manage issue severity and handle customer escalations professionally and effectively
Perform in-depth technical research related to software products, including root cause analysis and issue reproduction
Validate defect corrections and confirm resolution with customers
Escalate unresolved issues or confirmed defects to the Support Manager and Product Managers as needed
Collaborate closely with the LexisNexis Risk Solutions Level 3 Support team and other internal teams
Provide regular reporting and insights on support activity to support product improvement initiatives
Contribute ideas to improve support processes, tools, and infrastructure
Maintain high standards of professionalism and a client-focused approach in all customer interactions

Requirements

University degree in Computer Science or a related discipline
Experience in Application Support, Customer Service, and/or software development or implementation services
Experience supporting web applications and relational database management systems (RDBMS)
Experience working in Unix environments (AIX, Solaris, Oracle)
MQSeries experience is a plus

Skills

Excellent technical and analytical skills, including the ability to analyze log files, configuration files, and data inputs/outputs
Technical background working with programming or scripting languages, SQL queries, and data formats such as JSON, XML, and CSV
Knowledge of relational databases including Oracle and Microsoft SQL Server, with understanding of primary keys, foreign keys, unique constraints, and data types
Familiarity with web application architecture, including client/server concepts, deployments, sessions, requests/responses, cookies, HTTP GET/POST methods, HTML, CSS, JavaScript, and database connectivity
Proficiency with Microsoft Office tools
Proven problem-solving skills with a proactive and detail-oriented approach
Excellent communication skills with the ability to clearly explain technical concepts
Highly organized and able to manage multiple support cases simultaneously
Curious, self-motivated, and committed to continuous learning of new technologies and products
Ability to prioritize tasks and work independently under pressure
Strong work ethic and a genuine desire to support customers and teammates
Team-oriented mindset with a collaborative approach to problem solving
Client-focused with demonstrated attention to detail
English language proficiency required

Location

New York, NY

Work Type

Full-time

Education Level

University degree in Computer Science or a related discipline

Salary/Compensations

$78,100 - $130,300
$65,100 - $108,500

Benefits

Country specific benefits

About the Company

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management.
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

Equal Opportunity

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.