Research Support Agent Jobs

Are you looking for an opportunity to utilize your education, experience, or certifications to provide exceptional multi-channel support to customers?

If so, we want you to join our team as a Research Support Agent (RSA).

Join us in shaping a more just world.

About Us

LexisNexis, a part of RELX, is a leading global provider of legal, regulatory, and business information. We help customers increase productivity and improve decision-making and outcomes. Our 10,500 experts and innovative tools help us shape a better world for our customers and communities.

About the Role

Research Support Agents (RSAs) provide high-quality multi-channel support (including but not limited to telephonic, chat, and email) and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase LexisNexis revenues. Additionally, RSAs initiate the escalation process for unresolved customer problems and any follow-up with customers.

This position has a start date of 10/2/23

Mandatory Training: 10-week training (Mon-Fri 8am - 4:30pm EST)

Responsibilities:

• Work effectively and cooperatively in a team environment and collaborate across the organization.
• Multi-task to maintain efficiency.
• Act as an advocate for the customer in reporting feedback and resolving issues.
• Adapt to a frequently changing environment, which includes supporting new products and policies as well as using new tools.
• Ensure individual productivity and quality levels are met to meet and exceed customer expectations.
• Diagnose and resolve problems using department tools, resources, business judgment, and expertise, resulting in increased customer confidence with LexisNexis products.
• Assist customers with product usability support and research assistance through a consultative approach that identifies opportunities to promote additional features, content, and products to our customers.
• Perform as a positive role model by demonstrating an agile growth mindset with an eye towards the promotion of continuous performance improvement, solid business skills, and support of department and company objectives.

Requirements:

• Strong communication skills both written as well as verbal.
• Lexis Advance and Lexis + product experience are a plus.
• Must be able to work flexible hours on a part-time basis (19 hours/week maximum), including holidays and weekends, to support a global organization and meet customer expectations.
• Typing skills – minimum 40 wpm.
• Commitment to providing resolution to customer issues on the first pass.
• Strong PC skills, including working knowledge of Windows operating systems, Microsoft Office, and multiple internet browsers, as well as basic troubleshooting steps.
• Strong business acumen to understand the impact of decisions on the customer base as measured by the Net Promoter Score performance.
• This position is not eligible for benefits.
• Customer service relationship building in all customer contacts.
• State bar licensure Preferred.
• Juris Doctorate or LLB Preferred

Work in a way that works for you

We promote a healthy work/life balance across the organization, with various flexible and remote working options available to employees.

Working with Us

LexisNexis Legal & Professional is proud to be an equal-opportunity employer. We are committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Together, we are building a diverse and inclusive workplace.

About our Team

LexisNexis is a data and analytics company with 10,500 colleagues serving customers in more than 150 countries. We’re one of the largest information and analytics companies on the planet. We design solutions that help our customers increase productivity, improve decision-making and outcomes, and be more successful.