Sr Customer Systems Engineer (LEX007CT) Cary, North Carolina
Basic Job Function:
Provide specialized second-level telephonic software and communications support to significantly enhance or restore revenue. Occasional on-site/on-call support may be necessary. Provide expert level support to various internal organizations on products and the technical customer environments in which they operate.
PROBLEM RESOLUTION 1. Resolve complex technical problems by providing telephonic, electronic and occasional on-site support for our accounts in a timely manner thereby ensuring customer satisfaction and maintaining or growing revenue. These problems will generally involve a wide variety of software, hardware and communications products including: Lexis-Nexis proprietary desktop and web applications; operating systems; local and wide area networks; Internet technologies; personal computers and other products in the customers' environment. Problem Resolution often requires coordinating the efforts of various internal and external resources to get problems escalated and influence product direction. 2. Provide consultative technical support to other 2nd level support organizations via department telephonic hotline. 3. Perform trend analysis on recurring problems and identify opportunities to improve product and process.
TECHNICAL SUPPORT REPRESENTATION ON PROJECTS/PRODUCTS 1. Represent and support customer interests in the product development process: Review and comment on initial product requirements; Participate in project checkpoint/rollout meetings; Assist in creation of Service Level Agreements for new products; Document project status and support issues to the rest of Customer Support utilizing the Customer Support Centers of Expertise and other CS Web tools. 2. Function as Customer Support technical expert in assigned product and technology areas. Provide feedback on new product features and document technical solutions to the Customer Support COEs, and 2L groups and the rest of Customer Environment Support.
TRAINING 1. Complete appropriate advanced training and skill development in product and concentration areas to support the customer base, individual developmental needs, team objectives and department goals. 2. Develop, implement, and present advanced technical training within a particular product or concentration area for Customer Support. 3. Review first-level training documentation in assigned project areas, providing updates and corrections as needed. 4. Share information related to industry awareness, product awareness, specialized technical training seminars and new approaches to customer problems. 5. Promote organizational growth by taking an active role in cross training of team members.
DEPARTMENTAL PROJECTS 1. Participate in departmental projects that improve the productivity of the team.
- Successful performance in a technical customer support capacity displaying the highest level of technical expertise, problem solving skills, interpersonal skills and project management.
- Demonstrated with at least 3 - 5 years relevant experience.
- Excellent communications skills both verbal and written.
- Working knowledge of the following products/technologies, as well as a highly specialized understanding in some of the areas: Communications: DSL, Cable, Wireless, etc Internet technologies: TCP/IP protocols (especially HTTP, DNS, ICMP, SMTP), Subnetting, Routing, Firewalls, Proxy Servers Scripting and Programming Languages: HTML, Java, Perl, ASP Web-Server Applications: Microsoft IIS, Netscape Enterprise Servers, Unix servers Client Applications & Operating Systems: Windows and Macintosh based OS and Browswers. Document Management Systems: PCDOS, Imanage Software Distribution Systems: WinInstall, SMS, NAL, Tivolii Database languages - SQL.
LexisNexis Legal & Professional (company website) 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 Reed Elsevier, LexisNexis Legal & Professional serves customers in more than 100 countries with 10,000 employees worldwide.