About this role
Customer Service & Technical Support Representative
About Our Team
LexisNexis Legal & Professional serves customers in over 150 countries with 11,800 employees worldwide. As part of RELX, we provide information-based analytics and decision tools for professional and business customers. We lead in deploying AI and advanced technologies to improve productivity and transform the legal market, using ethical and powerful generative AI solutions tailored to each legal use case
About the Role
Join our team to deliver exceptional customer service and technical support. You’ll help resolve inquiries, provide product assistance, and ensure a positive experience for every customer.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone and email.
- Resolve issues on first contact whenever possible and take ownership of follow-up actions.
- Provide first-line technical support for online products, including troubleshooting errors.
- Maintain accurate customer records and ensure billing and subscription details are correct.
- Collaborate with internal teams (Marketing, Editorial, Sales, Warehouse) to meet customer needs.
- Record all interactions in the CRM system and contribute to process improvements.
- Support customer retention by explaining product benefits and encouraging continued engagement.
- Share feedback and insights to improve products, services, and customer experience.
Requirements
- Strong communication skills (written and verbal) with a customer-focused approach.
- Ability to manage multiple tasks and work effectively within deadlines.
- Problem-solving skills and attention to detail in data and processes.
- Basic technical knowledge and willingness to learn new systems and tools.
- Comfortable using CRM or similar platforms for data entry and tracking.
- Ability to work collaboratively with diverse teams and customers.
- Commitment to continuous learning and development through training.
- Previous customer service or technical support experience is helpful but not essential.
Working for you
We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Medical Aid
- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
- Modern family benefits, including adoption and surrogacy
- Study Leave
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.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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 1-855-833-5120.
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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.
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Other facts
About Reed Technology
At LexisNexis Reed Tech, our mission is to enable the advancement of humanity by delivering better outcomes to the innovation community. Each and every day, the work our team does supports the development of new technologies and processes that ultimately advance humanity.
Helping our customers reach their goals is our primary focus. We enable innovators to accomplish more by helping them make informed decisions, be more productive, comply with regulations and ultimately achieve superior results. Our overall success is measured by how well we deliver these results.
Our workflow and analytic solutions enable the innovation ecosystem to be more effective and efficient at bringing meaningful innovation to our world. We serve researchers, law firms, department heads, patent offices, competition authorities, universities, and financial services firms. We seek to deliver better outcomes to anyone who creates, prosecutes, defends, and analyzes innovation.
Our business is a division of LexisNexis Legal and Professional, a leading global provider of legal, regulatory, business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world.
What you'll do
- The role involves responding to customer inquiries and providing technical support. The consultant will also maintain customer records and collaborate with internal teams to enhance customer experience.
Ready to join Reed Technology?
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