Research Support Agents (RSAs) provide high quality multi-channel support (including but not limited to telephonic, chat, and email) and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, RSAs initiate the escalation process for unresolved customer problems and any follow up with customers. RSAs are required to apply skills from training, education, experience, or certifications to fulfill their daily responsibilities. Our RSAs with advanced education, experience or certifications are expected to share their skills and knowledge into the department to continually improve the overall knowledge of the staff. In addition, RSAs work in a team environment to maximize individual and team performance. Additional job functions and qualifications may be required based upon the type of support needed or the products supported, including research/usability support, technical troubleshooting, account management/maintenance, etc.
Accountabilities:
Assist customers, regardless of channel, with product usability support and research assistance through a consultative approach that identifies opportunities to promote additional features, content, and products to our customers.
Diagnose and resolve problems using department tools, resources, business judgment and expertise, resulting in increased customer confidence with LexisNexis products.
Act as an advocate for the customer in reporting feedback and resolving issues.
Perform as a positive role model by demonstrating an agile growth mindset with an eye towards promotion of continuous performance improvement, solid business skills, and support of department and company objectives.
Ensure individual productivity and quality levels are met to meet and exceed customer expectations.
Work effectively and cooperatively in a team environment and collaborate across the organization.
Adapt to a frequently changing environment, which includes supporting new products and policies as well as using new tools.
Multi-task to maintain efficiency.
Education & Licensure Requirements:
Juris Doctorate or LLB Preferred
State bar licensure Preferred
Qualifications:
Customer service relationship building in all customer contacts.
Strong PC skills, including working knowledge of Windows operating systems, Microsoft Office, multiple internet browsers as well as basic troubleshooting steps
Typing skills – minimum 40 wpm.
Lexis Advance and Lexis + product experience a plus.
Commitment to providing resolution to customer issues on the first pass.
Strong communication skills both written as well as verbal.
Strong business acumen to understand the impact of decisions on the customer base as measured by the Net Promoter Score performance.
Must be able to work flexible hours on a part time basis (19 hours/week maximum), including holidays and weekends. to support a global organization and meet customer expectations.
This position is not eligible for benefits.
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