Sr. Customer Systems Engineer

at  LexisNexis

Senior Customer Systems Engineer
Are you passionate about driving customer success and motivated by client satisfaction?
Would you like to provide first-class guidance and support to the customer?
About our Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,300 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.
About the Role

Delivers remote (e.g., telephone, online) post-sale troubleshooting and diagnostic support services to ensure that all products and services function properly. Provides technical support for deep applications (software/cloud).

• Supporting Cloud technologies.
• Supporting Web based applications.
• Browser technologies.
• Supporting and implementing SAML and SSO technology.
• API support and technology.
• Troubleshooting Web based authentication.

Emphasis on web applications and internet troubleshooting.

Responsibilities:

• Provide timely technical 2nd level resolution to customer lifecycle issues including – customer follow-up, ticket monitoring, MTTR & ticket creation –through telephonic, digital and onsite visits with customers
• Implement complex business and customer solutions into the customer’s environment
• Provide customer engagement pre-sale to ensure technical environments and expertise requirements
• Establish and maintain successful technical relationships within key assigned account/agencies
• Capture actionable insights on the customer’s technical operating environments to advise product/development teams to plan product features, troubleshoot current issue and determine impact of technology changes
• Use NPS verbatim comments, Voice of the Customer feedback and peer-to-peer sharing to continue to refine processes, enhance performance and delight the customer
• Uncover revenue & implementation opportunities that grow and protect revenue
• Resolve customer problems or coordinate internal and external resources to get problems escalated and influence product direction
• Identify opportunities for additional products or implementation projects with customers to drive NET POS across the business
• Apply systems engineering experience, advanced education/certification, agile principles and six sigma/lean knowledge to identify, participate in and lead projects that develop, enhance, or streamline supportable technical and business solutions

Requirements:

• BS degree in Computer Science, IS or EE preferred
• Minimum of 2 years related technical experience
• Ability to work in a complex and matrixed environment, deliver quickly and adapt to changing demands
• Excellent interpersonal, communication, organization and project execution skills
• Ability to cultivate strong collaborative working relationships
• Proven ability to influence others and drive meaningful business results
• Strong technical, analytic and project management experience
• High level of problem-solving ability and critical decision-making in complex customer environments
• Demonstrated successful performance in a technical customer-facing capacity
• Current technical certifications and background
• Precise and in-depth knowledge of products/technologies, as well as a highly specialized understanding in: browsers: Edge, Chrome, Firefox, Safari In-depth Knowledge of current operating systems: Windows / Mac / Linux and MS Office product suite. Detailed Knowledge of Internet technologies including HTTP/S, DNS, ICMP, SMTP, IP Subnetting. Detailed knowledge of firewall/router/ server technologies. Basic Knowledge of databases and related languages including SQL, API, SAML/SSO, XML, HTML, etc.
• May be home-based or have ability to travel – depending on customer needs and location

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 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
Working for you

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Medical Aid
• Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
• Modern family benefits, including adoption and surrogacy
• Study Leave

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. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
LexisNexis, a division of RELX, is 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. 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:
https://forms.office.com/r/eVgFxjLmAK
, or please contact 1-855-833-5120.
Please read our
Candidate Privacy Policy

• Provide timely technical 2nd level resolution to customer lifecycle issues including – customer follow-up, ticket monitoring, MTTR & ticket creation –through telephonic, digital and onsite visits with customers
• Implement complex business and customer solutions into the customer’s environment
• Provide customer engagement pre-sale to ensure technical environments and expertise requirements
• Establish and maintain successful technical relationships within key assigned account/agencies
• Capture actionable insights on the customer’s technical operating environments to advise product/development teams to plan product features, troubleshoot current issue and determine impact of technology changes
• Use NPS verbatim comments, Voice of the Customer feedback and peer-to-peer sharing to continue to refine processes, enhance performance and delight the customer
• Uncover revenue & implementation opportunities that grow and protect revenue
• Resolve customer problems or coordinate internal and external resources to get problems escalated and influence product direction
• Identify opportunities for additional products or implementation projects with customers to drive NET POS across the business
• Apply systems engineering experience, advanced education/certification, agile principles and six sigma/lean knowledge to identify, participate in and lead projects that develop, enhance, or streamline supportable technical and business solution