RiskSolutions · 20 hours ago
Technical Support Analyst I
Alpharetta, GA
Full-time
Hybrid
Entry Level
$40K/yr - $67K/yr
1+ years expLexisNexis Risk Solutions is a leading partner in risk assessment within the insurance industry. The Technical Support Analyst I role involves providing technical assistance and support to end users across various products and platforms, focusing on troubleshooting and delivering exceptional customer service.
AdviceInsuranceRisk Management
Responsibilities
Provide high‑quality technical and customer support to internal and external customers via phone, email, and chat
Troubleshoot technical issues, research solutions, and resolve customer inquiries with the customer’s best interest in mind
Accurately document all customer interactions, research, and resolutions within CRM systems
Acquire and maintain in‑depth product knowledge to effectively demonstrate and support proprietary products and services
Assist customers with product installation, user interface functionality, and site navigation
Provide login, search, usability, and technical support across multiple platforms
Perform basic browser troubleshooting and technical diagnostics
Train and support users while responding to inquiries and escalations
Utilize internal systems including CRM, billing tools, administrative platforms, websites, and production systems
Escalate complex issues to second‑level support teams as needed
Participate in a 24/7 on‑call rotation, including weekend coverage
Qualification
Required
1 year of customer service experience in a technical contact center environment (2 years preferred) or equivalent training
Strong customer focus with the ability to engage professionally and effectively
Excellent problem-solving and basic technical skills
Outstanding written and verbal communication skills
Ability to multitask and manage phone, email, and chat interactions simultaneously
Professional attitude with a positive, team-oriented mindset
Ability to work independently on assigned tasks and projects
2- or 4-year college degree
Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW
Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)
Preferred
2 years of customer service experience in a technical contact center environment
Second language proficiency (Spanish preferred)
Company
RiskSolutions
RiskSolutions is an insurance brokerage firm for medium-sized companies and non-profit organizations.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase