Are you looking to utilize your education, experience, or certifications to provide exceptional multi-channel support to customers?
Are you passionate about delivering stellar customer experience?
About our Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.
About the Role
As a Research Support Agent (RSA), you will provide multi-channel support, diagnose, and resolve problems, and advocate for customers. You are expected to work effectively as a team, be adaptable, and be efficient in your work.
Potential Start date of March 10, 2025, with mandatory 10-week full-time training (Mon-Fri 8:00 AM – 4:30 PM EST). After training, 19 hours/ week is mandatory.
Responsibilities
- Providing high-quality multi-channel support to customers through telephonic, chat, and email communication channels.
- Diagnosing and resolving problems using department tools, resources, business judgment, and expertise.
- Reporting feedback and resolving issues as an advocate for the customer.
- Demonstrating an agile growth mindset with an eye toward the promotion of continuous performance improvement.
- Collaborating across the organization to maximize individual and team performance in a team environment.
- Adapting to frequently changing environments, supporting new products, policies, and using new tools.
- Meeting and exceeding customer expectations for individual productivity and quality levels.
Requirements
- Possess a Juris Doctorate.
- Have proficient PC skills including working knowledge of Windows operating systems, Microsoft Office, and multiple internet browsers. Be able to perform basic troubleshooting steps and be able to type 40 wpm minimum.
- Have experience with both Lexis Advance and Lexis+ products.
- Possess effective communication, multitasking, and interpersonal skills.
- Demonstrate customer service relationship-building skills in all customer contacts.
- Be able to work flexible hours on a part-time basis (19 hours/week required), including holidays and weekends to support a global organization and meet customer expectations.
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.
Salary Range
$20-$25/hour