LexisNexis South Africa·All, south-africa·Full Time·Remote
RetailFull TimeRemote
-
About the Role
The Technical Support Analyst provides advanced second-level technical support across multiple disciplines, ensuring high-quality service delivery and system reliability. The role involves resolving complex issues, supporting projects, and collaborating with cross-functional teams to deliver effective, customer-focused solutions.
Responsibilities
Provide second-level technical support across multiple platforms and disciplines
Respond to incidents and service requests with professionalism and urgency
Deliver clear, concise, and timely updates to stakeholders on issue status and workload
Identify and resolve project-related challenges to ensure smooth execution and successful completion
Collaborate with cross-functional teams to meet project goals
Follow security protocols for proper delegation of accounts and privileges
Efficiently manage customer support cases in alignment with established support protocols and service standards
Proactively seek opportunities to improve system operations, with a focus on automation and cost reduction
Requirements
Strong analytical and troubleshooting skills
Effective communication and interpersonal abilities
Ability to work independently with minimal supervision
Customer service orientation with a commitment to customer satisfaction
2 - 3 years of related experience in application support or customer-facing roles
Proficiency in PC environments, including Windows OS, internet, and web browsers
Able to work an overlap with UK/USA time zones
Experience with SQL and DevTools
Knowledge of databases and cloud technologies is advantageous