176 IT Support jobs in Oakwood

Technical Support Analyst

Job Description:

Technical Support Analyst

Learner. Listener. Solutions-provider.

If you have those three things, you will feel the satisfaction of “I crushed it” as you shut down your computer at the end of the day. This is that kind of job. Let’s skip to the good part. What’s in it for you?

• Flex work. Yes, you read that right!

None of that “5 days a week in the office” thing for us. Two days a week you will work from home, and three days a week you will work at one of our campuses. We aim for the best work-life balance.

Onsite T, W, R Hours: 11a-7p

Key Responsibilities:

• Some of what you will be doing.

-You will be the voice of Sage when our customers need phone support for Sage ERP software products. Their issues may be functional or technical in nature.

-You will enable our customers to get back to their business by helping them with questions or issues regarding Sage’s products or services

-You will use your empathetic and human-centered approach to go above and beyond for the customer.

-Using your passion for creating world-class customer experiences, you will build fantastic relationships in a fast-paced environment.

-You will help maintain and develop our self-service platforms (e.g. Sage City, Sage Knowledgebase etc.) in order to assist customers in helping themselves with these world-class tools.

Must-have:

-Passion for creating world class customer experiences

-Great listening and troubleshooting skills through active listening, meaningful questions, and an ability to break down processes into simplified steps

-Excellent interpersonal skills, resiliency and of course a great sense of humor - we like to laugh and have fun too!

-First-class team player participating with the team to achieve great things with a positive can-do attitude

-Ability to adhere to a structured work schedule and efficiently self-manage work time

-High School Diploma or GED

-Learn and apply technical knowledge (no worries; we’ll teach you!)

-A reliable high speed internet connection

-Customer Service/Support experience (2 years)

• Experience in or knowledge of Law practices would be an asset

Function:

Customer Operations

Country:

United States

Office Location:

Lawrenceville

Work Place type:

Hybrid

Advert

Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.

Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/

Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out

Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/

Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.

Driven by transformative digital technologies and trends, we are RIB and we've made it our purpose to propel the industry forward and make engineering and construction more efficient and sustainable. Built on deep industry expertise and best practice, and with our people at the heart of everything we do, we deliver the world's leading end-to-end lifecycle solutions that empower our industry to build better.

With a steadfast commitment to innovation and a keen eye on the future, RIB comprises over 2,500 talented individuals who extend our software's reach to over 100 countries worldwide. We are experienced experts and professionals from different cultures and backgrounds and we collaborate closely to provide transformative software products, innovative thinking and professional services to our global market. Our strong teams across the globe enable sustainable product investment and enhancements, to keep our clients at the cutting-edge of engineering, infrastructure and construction technology.

We know our people are our success - join us to be part of a global force that uses innovation to enhance the way the world builds.

Find out more at RIB Careers.

Job Title: Technical Support Specialist

Location: Alpharetta, Georgia

Employment Type: Full-time

The job

The Technical Support Specialist is responsible for receiving, recording, and processing all incoming communications to the Support Department. This representative provides customer support, troubleshooting, and education while assisting clients on their journey to achieve optimal health and wellness. The ideal candidate is pro-active and passionate about providing an A+ experience to all our customers, as well as an energetic problem-solver, looking for creative ways to find solutions.

Key responsibilities

• Will be responsible for providing excellent customer service via diagnosis and resolution of technical, operational and implementation issues related to RIB products, supporting technologies/infrastructure.
• Escalate issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action.
• Provide technical support via telephone, email, and chat to external and internal customers.
• Must be capable of documenting technical documentation.
• Participate in customer conference calls when necessary to manage the resolution of customer account issues.
• Reproduce errors in test systems and document them thoroughly for reproduction independently from production systems for the purpose of issue remediation and testing
• Demonstrate availability within pre-defined SLA timelines to assist technical teams during critical or urgent incidents that demand immediate attention and resolution.

Essential requirements

• Bachelor's degree in CS, MIS, Engineering, or equivalent work experience
• Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and or ambiguous situations.
• Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
• Ability to analyze network traffic using industry-standard diagnostic tools to diagnose application stability and performance issues.

Desired skills

• Understanding of Microsoft Azure Cloud Services and associated native components and navigation within a cloud-hosted environment.

• Experience in in Microsoft Teams, LogMeIn, Rescue, GoToConnect, Salesforce, Zendesk, Azure DevOps and RIB applications SLE, SLC and SpecLive.
• Experience using remote connection tools such as LogMeIn, Citrix GoToAssist, MS Teams or similar

RIB may require all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

RIB is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join RIB to create the transformative technology that enables our customers to build a better world.

ABOUT THIS POSITION

As part of our award-winning Client Success Department, the Technical Support Analyst is responsible for providing superior support to our clients with the highest degree of care and client satisfaction. We need driven people with a passion for support and service to guide our clients to become more e?cient and successful - day in and day out.

WHAT YOU'LL DO

• Provide exceptional support to our clients with meaningful and thoughtful communication - via phone (inbound and outbound calls), online support requests, and live chat

• Be a problem-solver that seeks to understand the heart of each client's issue? You are technically savvy and a thorough troubleshooter?

• Utilize multiple internal systems and software to understand client inquiries/issues, research possible solutions, and document all client communication

• Continually grow in your understanding of our product offerings to always provide value and expertise in every client interaction?

WHAT YOU'LL NEED

• Honesty and integrity - always doing the right thing for our clients

• Passion for service and a dedication to client satisfaction

• A curious nature that seeks to understand the root of the issue

• Focused on delivering on our promises

• Willing to do whatever it takes to always bring our best work

• Unafraid to move with speed and efficiency to make things happen

• A joyful and optimistic attitude that spreads positivity to our team, or clients, and our community

Bonus Points

(highly valued, but not required):

• Previous experience with ANSI X12 EDI transactions and/or medical billing claim forms (CMS 1500 or UB-04)

• Prior use of Salesforce or another customer relationship management software

• Bachelor's Degree

ABOUT WAYSTAR

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar's healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar ( on Twitter.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)

• Customizable benefits package (3 medical plans with Health Saving Account company match)

• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays

• Paid parental leave (including maternity + paternity leave)

• Education assistance opportunities and free LinkedIn Learning access

• Free mental health and family planning programs, including adoption assistance and fertility support

• 401(K) program with company match

• Pet insurance

• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Category: Customer Support

Job Type: Full time

Req ID: R2484

About the Business:

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com.

About our Team:

We're a collaborative global team dedicated to supporting customers and solving complex, real-world challenges using the RiskNarrative platform. Every day, we troubleshoot unique configurations, dive deep into technical issues, and work closely with clients to ensure their success. Our work is dynamic, fast-paced, and no two days are the same.

About the Role:

Recognize and provide technical training, implement root-cause analysis, prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledgebase contribution. Understand the importance of immediate, accurate and satisfactory resolution of any customer. Work diligently to address any customer concerns or questions that have been escalated. Has developing proficiency in a range of processes or procedures through job-related training and on-the-job experience. Requires proficiency in a range of analytical and technical processes or procedures to carry out assigned tasks.

Responsibilities:

• Provide advanced second level support to Frontline Representatives for LexisNexis products.
• Direct contact with technical and business teams to resolve production issues quickly.
• Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
• Assist customers with configuration setup/training.
• Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
• Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.
• Participate in preparation for product launches.
• Serve as the subject matter expert regarding all platforms and changes through engagement with management and product owners.
• Accurate documentation in the appropriate systems such as Salesforce and Jira.
• Conduct investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings.

Requirements:

• 2- 4-year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred or equivalent job experience.
• 1+ year customer service in technical contact center environment or equivalent training.
• Advanced troubleshooting skills.
• Advanced problem-solving skills.
• Experience in handling escalated customer support calls
• Recognized as being Customer Service / Team Player oriented.
• Proven customer service skills with excellent written and verbal communication skills.
• Experience or enthusiasm with financial crime checks is a plus.
• Outstanding presentation and training skills.
• Ability to work independently and multi-task, handling calls and emails.
• Experience working with APIs would be favorable.

Working for you:

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

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

Learn more about the LexisNexis Risk team and how we work

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 or please contact 1- .

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here

Please read our Candidate Privacy Policy.

We are 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.

USA Job Seekers:

EEO Know Your Rights.

About the Business:

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com.

About our Team:

We're a collaborative global team dedicated to supporting customers and solving complex, real-world challenges using the RiskNarrative platform. Every day, we troubleshoot unique configurations, dive deep into technical issues, and work closely with clients to ensure their success. Our work is dynamic, fast-paced, and no two days are the same.

About the Role:

Recognize and provide technical training, implement root-cause analysis, prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledgebase contribution. Understand the importance of immediate, accurate and satisfactory resolution of any customer. Work diligently to address any customer concerns or questions that have been escalated. Has developing proficiency in a range of processes or procedures through job-related training and on-the-job experience. Requires proficiency in a range of analytical and technical processes or procedures to carry out assigned tasks.

Responsibilities:

• Provide advanced second level support to Frontline Representatives for LexisNexis products.

• Direct contact with technical and business teams to resolve production issues quickly.

• Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.

• Assist customers with configuration setup/training.

• Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.

• Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.

• Participate in preparation for product launches.

• Serve as the subject matter expert regarding all platforms and changes through engagement with management and product owners.

• Accurate documentation in the appropriate systems such as Salesforce and Jira.

• Conduct investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings.

Requirements:

• 2- 4-year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred or equivalent job experience.

• 1+ year customer service in technical contact center environment or equivalent training.

• Advanced troubleshooting skills.

• Advanced problem-solving skills.

• Experience in handling escalated customer support calls

• Recognized as being Customer Service / Team Player oriented.

• Proven customer service skills with excellent written and verbal communication skills.

• Experience or enthusiasm with financial crime checks is a plus.

• Outstanding presentation and training skills.

• Ability to work independently and multi-task, handling calls and emails.

• Experience working with APIs would be favorable.

Working for you:

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

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits

• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs

• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity

• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits

• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts

• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

Learn more about the LexisNexis Risk team and how we work

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 or please contact 1- .

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .

Please read our Candidate Privacy Policy .

We are 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.

USA Job Seekers:

EEO Know Your Rights .

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

About the Business:

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com .

About our Team:

We're a collaborative global team dedicated to supporting customers and solving complex, real-world challenges using the RiskNarrative platform. Every day, we troubleshoot unique configurations, dive deep into technical issues, and work closely with clients to ensure their success. Our work is dynamic, fast-paced, and no two days are the same.

About the Role:

Recognize and provide technical training, implement root-cause analysis, prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledgebase contribution. Understand the importance of immediate, accurate and satisfactory resolution of any customer. Work diligently to address any customer concerns or questions that have been escalated. Has developing proficiency in a range of processes or procedures through job-related training and on-the-job experience. Requires proficiency in a range of analytical and technical processes or procedures to carry out assigned tasks.

Responsibilities:

• Provide advanced second level support to Frontline Representatives for LexisNexis products.
• Direct contact with technical and business teams to resolve production issues quickly.
• Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
• Assist customers with configuration setup/training.
• Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
• Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.
• Participate in preparation for product launches.
• Serve as the subject matter expert regarding all platforms and changes through engagement with management and product owners.
• Accurate documentation in the appropriate systems such as Salesforce and Jira.
• Conduct investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings.

Requirements:

• 2- 4-year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred or equivalent job experience.
• 1+ year customer service in technical contact center environment or equivalent training.
• Advanced troubleshooting skills.
• Advanced problem-solving skills.
• Experience in handling escalated customer support calls
• Recognized as being Customer Service / Team Player oriented.
• Proven customer service skills with excellent written and verbal communication skills.
• Experience or enthusiasm with financial crime checks is a plus.
• Outstanding presentation and training skills.
• Ability to work independently and multi-task, handling calls and emails.
• Experience working with APIs would be favorable.

Working for you:

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

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

Learn more about the LexisNexis Risk team and how we work

**ABOUT THIS POSITION**
As part of our award-winning Client Success Department, the Technical Support Analyst is responsible for providing superior support to our clients with the highest degree of care and client satisfaction. We need driven people with a passion for support and service to guide our clients to become more efficient and successful - day in and day out.
**WHAT YOU'LL DO**
+ Provide exceptional support to our clients with meaningful and thoughtful communication - via phone (inbound and outbound calls), online support requests, and live chat
+ Be a problem-solver that seeks to understand the heart of each client's issue.  You are technically savvy and a thorough troubleshooter 
+ Utilize multiple internal systems and software to understand client inquiries/issues, research possible solutions, and document all client communication
+ Continually grow in your understanding of our product offerings to always provide value and expertise in every client interaction 
**WHAT YOU'LL NEED**
+ Honesty and integrity - always doing the right thing for our clients
+ Passion for service and a dedication to client satisfaction
+ A curious nature that seeks to understand the root of the issue
+ Focused on delivering on our promises
+ Willing to do whatever it takes to always bring our best work
+ Unafraid to move with speed and efficiency to make things happen
+ A joyful and optimistic attitude that spreads positivity to our team, or clients, and our community
**Bonus Points**
**(highly valued, but not required):**
+ Previous experience with ANSI X12 EDI transactions and/or medical billing claim forms (CMS 1500 or UB-04)
+ Prior use of Salesforce or another customer relationship management software
+ Bachelor's Degree
**ABOUT WAYSTAR**
Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.
Waystar's healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.
Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar ( on Twitter.
**WAYSTAR PERKS**
+ Competitive total rewards (base salary + bonus, if applicable)
+ Customizable benefits package (3 medical plans with Health Saving Account company match)
+ We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
+ Paid parental leave (including maternity + paternity leave)
+ Education assistance opportunities and free LinkedIn Learning access
+ Free mental health and family planning programs, including adoption assistance and fertility support
+ 401(K) program with company match
+ Pet insurance
+ Employee resource groups
Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
**Job Category:** Customer Support
**Job Type:** Full time
**Req ID:** R2484

Technical Support Analyst
Job Description:
Technical Support Analyst
Learner. Listener. Solutions-provider.
If you have those three things, you will feel the satisfaction of "I crushed it" as you shut down your computer at the end of the day. This is that kind of job. Let's skip to the good part. What's in it for you?
- Flex work. Yes, you read that right!
None of that "5 days a week in the office" thing for us. Two days a week you will work from home, and three days a week you will work at one of our campuses. We aim for the best work-life balance.
**Onsite T, W, R Hours: 11a-7p**
Key Responsibilities:
- Some of what you will be doing.
-You will be the voice of Sage when our customers need phone support for Sage ERP software products. Their issues may be functional or technical in nature.
-You will enable our customers to get back to their business by helping them with questions or issues regarding Sage's products or services
-You will use your empathetic and human-centered approach to go above and beyond for the customer.
-Using your passion for creating world-class customer experiences, you will build fantastic relationships in a fast-paced environment.
-You will help maintain and develop our self-service platforms (e.g. Sage City, Sage Knowledgebase etc.) in order to assist customers in helping themselves with these world-class tools.
Must-have:
-Passion for creating world class customer experiences
-Great listening and troubleshooting skills through active listening, meaningful questions, and an ability to break down processes into simplified steps
-Excellent interpersonal skills, resiliency and of course a great sense of humor - we like to laugh and have fun too!
-First-class team player participating with the team to achieve great things with a positive can-do attitude
-Ability to adhere to a structured work schedule and efficiently self-manage work time
-High School Diploma or GED
-Learn and apply technical knowledge (no worries; we'll teach you!)
-A reliable high speed internet connection
-Customer Service/Support experience (2 years)
- Experience in or knowledge of Law practices would be an asset
Function:
Customer Operations
Country:
United States
Office Location:
Lawrenceville
Work Place type:
Hybrid
Advert
Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/
Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc
We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out
Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/
Equal Employment Opportunity (EEO)
Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.

About the Business:
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com.
About our Team:
We're a collaborative global team dedicated to supporting customers and solving complex, real-world challenges using the RiskNarrative platform. Every day, we troubleshoot unique configurations, dive deep into technical issues, and work closely with clients to ensure their success. Our work is dynamic, fast-paced, and no two days are the same.
About the Role:
Recognize and provide technical training, implement root-cause analysis, prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledgebase contribution. Understand the importance of immediate, accurate and satisfactory resolution of any customer. Work diligently to address any customer concerns or questions that have been escalated. Has developing proficiency in a range of processes or procedures through job-related training and on-the-job experience. Requires proficiency in a range of analytical and technical processes or procedures to carry out assigned tasks.
Responsibilities:
+ Provide advanced second level support to Frontline Representatives for LexisNexis products.
+ Direct contact with technical and business teams to resolve production issues quickly.
+ Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
+ Assist customers with configuration setup/training.
+ Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
+ Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.
+ Participate in preparation for product launches.
+ Serve as the subject matter expert regarding all platforms and changes through engagement with management and product owners.
+ Accurate documentation in the appropriate systems such as Salesforce and Jira.
+ Conduct investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings.
Requirements:
+ 2- 4-year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred or equivalent job experience.
+ 1+ year customer service in technical contact center environment or equivalent training.
+ Advanced troubleshooting skills.
+ Advanced problem-solving skills.
+ Experience in handling escalated customer support calls
+ Recognized as being Customer Service / Team Player oriented.
+ Proven customer service skills with excellent written and verbal communication skills.
+ Experience or enthusiasm with financial crime checks is a plus.
+ Outstanding presentation and training skills.
+ Ability to work independently and multi-task, handling calls and emails.
+ Experience working with APIs would be favorable.
Working for you:
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
+ Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
+ Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
+ Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
+ Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
+ Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
+ Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
+ In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
Learn more about the LexisNexis Risk team and how we work
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RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.