Lexis Convey Support Consultant

Relx group - Cape Town
new offer (31/05/2020)

job description

The CSC Support Consultant role is dedicated to supporting the users on our range of Business Software Solutions products The goal of the CSC Support Consultant is to take ownership of our clients software problems and resolve them fast and effectively The management of all support requests with the goal of ensuring that all issues are resolved with a minimum number of tickets requiring handover or escalation thereby ensuring client and management satisfaction Key Accountabilities Dealing directly with customers in a friendly helpful and efficient manner -telephonically via email remote support and live chat Confirming prioritisation of all requests support interaction Diagnosing problems and requests Assisting customers remotely using Team Viewer Providing regular feedback to customers on outstanding tickets even if the ticket is escalated Resolving and or addressing requests with a minimum number of tickets needing to be escalated to Team Leaders Owning the problem request until it is resolved to the customers satisfaction Consistently providing customer support that meets Quality standards Tickets are recorded accurately comprehensively and timeously meeting all QA standards Maintenance of all tickets and support interaction records all ticket record requirements are met before being closed Handover to branches where issues require on site assistance or training Keeping up to date with and being familiar with all products supported by the CSC including changes updates before it is rolled out to clients LexisNexis Legal Professional www lexisnexis com is a leading global provider of content and technology solutions that enable professionals in legal corporate tax government academic and non-profit organizations to make informed decisions and achieve better business outcomes As a digital pioneer the company was the first to bring legal and business information online with its Lexis and Nexis services Today LexisNexis Legal Professional harnesses leading-edge technology and world-class content to help professionals work in faster easier and more effective ways Through close collaboration with its customers the company ensures organizations can leverage its solutions to reduce risk improve productivity increase profitability and grow their business Part of RELX Group plc LexisNexis Legal Professional serves customers in more than 100 countries with 10 000 employees worldwide LexisNexis a division of RELX Group 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 If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system that individual should please contact 1 877 734 1938 or accommodations relx com

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Lexis Convey Support Consultant

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