Website Support Specialist

About The Company LexisNexis is a leading global provider of information and services solutions to the legal, risk management, corporate, government, law enforcement, tax, accounting and academic markets. The company provides customers access to 5 billion searchable documents from more than 35,000 legal, news and business sources.Responsibilities We are seeking a Website Support Specialist?s that will provide quality service support to both Customers and the Sales force via phone, email, and correspondence. They will provide professional assistance to all Website Customers this includes training users on the Website Editing tool, making site changes, and expediting listing changes. This position will focus on the prompt identification and resolution of all service and technical issues in order to foster long-term internal and external Customer relationships.Qualifications ?Strong Customer Service, Web Design and Communication Skills (both verbal and written)?2 year of work experience in this capacity strongly preferred?Experience in a Call Center environment including the ability to effectively deal with the expectations of a high volume Call center strongly preferred?Possess the ability to communicate complex technical terminology and issues to Customers and employees in a way that they can comprehend?Ability to remain calm in stressful situations, multi-task, and manage projects?Strong knowledge of various Windows based operating systems like Windows 2000, XP and Vista?Masters the concepts, functionality and backend support of the Page Designer v4.0 system ranging from addressing Website fulfillment issues to coaching customers trough the complexity of the tool?Possess troubleshooting skills for web site access, web applications, web browsers, and the Internet?Possess expert-level knowledge of internal fulfillment systems such as EFS, NES, Order Management, DAD, DRB and PMR?Handles product cycle knowledge that involves fulfillment, renewals, loses and cancellations as well as how product expiration schedules and interaction with existing dependencies?Understand functionality of the most common forms of WYSIWYG content management systems and how they interact with the basic HTML forms behind them?Possess expert knowledge of Web 2.0 technologies such as RSS/XML Feeds, Article Marketing, Blogging, Social Media and Bookmarking as well as Podcasting?Familiarity with call logging/trouble-ticket applications, preferably Siebel CRM is strongly preferredEssential Function?Answer and manage all inbound calls and emails according to department standards and schedules?Provide consistent quality service support assistance by adhering to department procedures, standards, goals, and metrics set forth by the Manager?Serve as product expert on both the general front end and technical back end of all supported products and services?Assist customers with designing their Websites, training them on how to use the Page Designer tool, scanning images, sending starter kit?s, fixing meta-tags, etc.?Research and troubleshoot design issues and questions ranging from simple to complex in a timely manner?Manage all necessary interaction between all electronic Martindale-Hubbell product dependencies with the website (Sponsored Links, Sponsored Results, Lawyers Emails, Domain Names, MH-Newsletters, Client Service Center and others)?Manage all service related interactions by logging and managing a service request ticket in CRM database?Provide customers with expert advice that will assist them in achieving the highest possible visibility on the web.To apply, please Click Here