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RELX Technical Support Analyst I in Malta / Bozeman, Montana

Job Description: Provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Provide exceptional support and service through highly engaging domestic and international customer interactions while following corporate policy regarding authentication, data security and record retention.

Support is provided via multiple communication channels: telephone, e-mail and chat support using multiple CRMs including SalesForce.

With the customer's best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer's question and / or technical challenge.
Accurately document all customer interaction, research and resolution.
Provide login, search, usability, and technical support for multiple proprietary products and services.
Provide high quality customer support to internal and external customers via phone, email, and chat.
Acquire product knowledge to competently demonstrate the products and services we sell.
Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers, including new customer product overviews.
Assist customers with installation of product user interface and site navigation.
Internal systems knowledge such as CRM, billing, admin tools, website and production systems.
Perform basic browser troubleshooting.
Handle billing needs such as payments, research, invoices, and usability of online billing tool.
Escalate issues to and work closely with second level teams when necessary.

1 year customer service in technical contact center environment or equivalent training, 2 years preferred.
Strong customer focus to interact with customers.
Problem Solving and basic technical skills.
Excellent Customer Service skills.
Excellent written and verbal communication skills.
Basic typing proficiency required.
Familiar with Excel/Word/Outlook/PPT/Access/Visio/WebEx/Lync/Skype
40 hour work week; minimal travel. Office environment.
24x5 hour Customer Support. Available for all shifts + Weekend on-call.
Ability to multi-task and handle incoming calls as well as emails.
Customer Service / Team Player oriented, including international colleagues.
Professional attitude and positive demeanor at all times.
Ability to work independently on assigned projects.
Preferred: Spanish or other 2nd language i.e. German, French, Brazilian-Portuguese, or Mandarin.
Preferred: 2 or 4 year degree.
Preferred: Knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges).

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. 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 or if you are based in the US you may also contact us on 1.855.833.5120.