Customer Systems Engineer
Job Description
Provide second-level technical support for a complex enterprise-wide software application to a diverse range of customers via phone and email. Support LexisNexis products with expertise in Windows and web-based navigation, installation, cloud interfaces, upgrades, CRM, database management, and SQL Server environments.Support hours: 7:00 am to 8:00 pm ET.
Responsibilities:
Provide technical customer support on a second level capacity across multiple disciplines.
Responds to incidents and addresses service requests.
Responsible for Problem Management - Problem identification and solution of the problem.
Follow security guidelines for the proper delegation of accounts and privileges.
Actively participates in team meetings and activities.
Foster strong, positive relationships with development teams, peers, L2 teams, and End users, emphasizing collaboration and open communication.
Responsible for the ongoing management and maintenance of the LN Product environment.
Provide system maintenance by performing routine/monthly maintenance on IT systems and hardware including updates, patches, backups and/or installations
Provide professional, clear, concise, and timely status communication to relevant parties on issues and workload summaries
Provide excellent customer service to end users including responding to inquiries and requests in a timely and professional manner.
Proactively seeks opportunities to improve system operations, with a particular emphasis on automation and cost reduction.
Maintain necessary licenses, training, and certifications.
Apply experience and skills to complete tasks within your expertise.
Follow standard operating procedures and analytical methods.
Work under minimal supervision.
In keeping with RELX Reed Elsevier values and competencies. Customer Systems Engineers develop and maintain positive relationships to promote customer satisfaction and team performance.
Customer Systems Engineers at this level must undergo training from senior CSE reps to effectively fulfill their responsibilities and deliver excellent customer service.
Qualifications:
- Bachelor's degree holder or Completed at least 2 years level in college (no back subjects/incomplete units)
- At least 2 years of BPO exp.
- Willing to work on a flexible schedule
- Experience working with stakeholders is a plus
- preferably with experience handling tech projects