Technical Support Specialist

About the Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle - all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance

About the Team

Explore our passion for discovery.

Global organizations, including law enforcement agencies, government entities, and enterprise customers, rely on our solutions to address complex data and investigative challenges. Our team is dedicated to helping customers reduce risk, improve operational efficiency, and uncover critical insights through innovative technology.

We foster a collaborative, adaptable, and customer-focused culture where employees are empowered to drive change, solve meaningful problems, and work alongside talented professionals across Engineering, Sales, Product, and Support teams. With customers in more than 100 countries, we are committed to delivering exceptional service and continuous innovation.

About the Role

We are seeking a Technical Support Specialist - Law Enforcement Solutions to provide expert application and technical support for law enforcement customers. In this role, you will serve as a trusted advisor to agencies, helping them successfully maintain, configure, and optimize mission-critical software applications.

You will work directly with customers to resolve technical issues, configure system settings, troubleshoot data exports, and support software implementations. This position requires close collaboration with Engineering, Product, and Sales teams to ensure customer success and continuous process improvement.

Work Schedule: Monday-Friday, 11:00 a.m. - 8:00 p.m. EST

Responsibilities

• Provide technical support and troubleshooting for law enforcement software applications and related systems.
• Respond to customer inquiries and service requests via email and other support channels.
• Communicate directly with law enforcement agencies to resolve technical and operational issues.
• Configure customer environments using administrative software tools to meet agency requirements.
• Investigate and resolve data export and application-related issues.
• Handle escalated customer service and technical support cases.
• Perform network configuration, workstation installations, and COMM server configuration for TSA-related positions.
• Assist customers with software installation, configuration, and training activities.
• Analyze, diagnose, troubleshoot, and support hardware and software configurations for DORS, RAR, and Command Center applications.
• Develop and maintain training materials that enable customers to maximize system effectiveness and end-user support capabilities.
• Partner with Engineering and Sales teams to streamline support processes and improve customer outcomes.
• Participate in product launch readiness activities and customer deployment planning.
• Serve as a subject matter expert for supported platforms, product enhancements, and system changes through ongoing collaboration with product owners and management.

Requirements

Education & Experience

• Associate degree, technical/vocational degree, or equivalent experience.
• Minimum of 2 years of customer service experience in a contact center or technical support environment.
• Minimum of 2 years of law enforcement experience (sworn or non-sworn), or 2 years of experience supporting Police Records Management Systems (RMS) or similar public safety applications.
• Military experience of 4 years may be considered in lieu of law enforcement experience.
• Experience supporting web-based applications and enterprise software solutions.

Technical Skills

• Knowledge of law enforcement operations, objectives, and technology requirements.
• Experience with Records Management Systems (RMS) and related law enforcement applications.
• Proficiency with Microsoft Office and Windows-based business applications.
• Familiarity with HTML, XML, and networking technologies, including VPNs.
• Proven troubleshooting, diagnostic, and problem-solving skills.
• Experience with software installation, configuration, and system support.

Professional Skills

• Exceptional customer service and relationship management skills.
• Excellent written and verbal communication abilities.
• Proven presentation and training skills with the ability to educate technical and non-technical audiences.
• Ability to manage multiple priorities in a fast-paced environment.
• Proven ability to collaborate cross-functionally with technical and business stakeholders.
• Self-motivated, adaptable, and committed to delivering outstanding customer experiences.