About our Team
 

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case.

About the Role
 

The PST Support Consultant role is dedicated to supporting the users on our range of Business Software Solutions products.  The goal of the PST Support Consultant is to take ownership of our clients’ software problems and resolve them fast and effectively.  The management of all support requests with the goal of ensuring that all issues are resolved with a minimum number of calls requiring handover or escalation thereby ensuring customer and management satisfaction.

Responsibilities
 

Dealing directly with customers in a friendly, helpful and efficient manner - telephonically, via email, remote support and live chatConfirming prioritization of all requests / support interactions, Diagnosing problems and requests, Assisting customers remotely using Team ViewerProviding regular feedback to customers on outstanding tickets even if the ticket is escalatedResolving and or addressing requests with a minimum number of tickets needing to be escalated to Team LeadersOwning the problem / request until it is resolved to the customers satisfaction, Consistently providing customer support that meets Quality standardsTickets are recorded accurately, comprehensively and timeously (meeting all QA standards)Maintenance of all tickets and support call records (all ticket record requirements are met before being "closed"), Handover to branches where issues requires on site assistance or trainingKeeping up to date with and being familiar with all products supported by the PST including changes (updates), before it is rolled out to clients.

Requirements

Strong multitasking skills, Fluent in EnglishExcellent troubleshooting and technical skillsStrong sense of urgency, Able to work under pressure, Flexible, approachable personalityConfident and friendly, A team playerAbility to impart knowledge, Quick learner and comfortable in dynamic IT environmentMethodical and clear-thinking, Positive attitudeSelf-managed, detail-oriented and customer-focused, Good time management skills

Qualifications

Grade 12/ MatricMinimum of 3 years working experience in Conveyancing environmentExperience working on LexisConvey (advantageous)Good working knowledge of Windows, outlook and MS Office (must have good Word skills)Excellent telephone manner and communication skillsParalegal Certificate advantageousA+ and or N+ qualification highly advantageous

External Interactions:

Law FirmsLexisNexis Business Software Solutions CustomersCouncilsBank users

Internal Interactions:

PST TeamManagement teamProduction teamOps ManagersRegional staff
 

Work in a way that works for you
 

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
 

Working for you
 

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
 

Medical AidRetirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)Modern family benefits, including adoption and surrogacyStudy Leave

About the Business
 

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
 

LexisNexis, a division of RELX, is 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. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

Please read our Candidate Privacy Policy.