Customer Systems Engineer

Provide technical customer support on a second level capacity across multiple disciplines.

• Responds to incidents and addresses service requests.

• Responsible for Project Management - Identifying and solving project-related problems to ensure smooth execution and successful completion.

• Follow security guidelines for the proper delegation of accounts and privileges.

• Actively participates in team meetings and activities.

• Foster strong, positive relationships with development teams, peers, L2 teams, and End users, emphasizing collaboration and open communication.

• Responsible for the ongoing management and maintenance of the LN Product environment.

• Provide system maintenance by performing routine/monthly maintenance on IT systems and hardware including updates, patches, backups and/or installations

• Provide professional, clear, concise, and timely status communication to relevant parties on issues and workload summaries

• Provide excellent customer service to end users including responding to inquiries and requests in a timely and professional manner.

• Proactively seeks opportunities to improve system operations, with a particular emphasis on automation and cost reduction.

• Maintain necessary licenses, training, and certifications.

• Apply experience and skills to complete tasks within your expertise.

• Follow standard operating procedures and analytical methods.

• Work under minimal supervision.

• In keeping with RELX Reed Elsevier values and competencies. Customer Systems Engineers develop and maintain positive relationships to promote customer satisfaction and team performance.

• Customer Systems Engineers at this level must undergo training from senior CSE reps to effectively fulfill their responsibilities and deliver excellent customer service.

Qualifications:

• Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
• 2 – 3 years of related experience in telephonic, helpdesk, or customer contact positions.
• Experience in TSR I support roles for LexisNexis or other tech support products.
• Excellent verbal, written, and interpersonal communication skills.
• Customer service orientation with strong troubleshooting abilities.
• Experience/background in Automation Fundamentals, Process Excellence or similar learning on Process Improvement and Automation a plus
• Background on Gen AI Tools, LLM console, Copilot, ChatGPT is a plus 
• Experience in telephonic, live chat, and email support.
• Experience in 2L, Product Support or Subject Matter Expert roles is a plus.
• Background in SQL and CRM applications.
• Strong customer relationship-building skills.
• Proficient in PC knowledge, Windows OS, Internet, and web browsers.
• LexisNexis product experience is a plus.
• Strong analytical skills for resolving customer issues.

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