Technical Support Specialist, Law Enforcement Solutions
Overview
You own technical support for law enforcement agencies using LexisNexis Risk Solutions. You resolve complex application issues, configure RMS environments, and deliver training that boosts adoption. You partner with Engineering and Product teams to shape support processes. This role stands out for its direct impact on public safety and its hybrid blend of customer service and technical troubleshooting.
What You'll Do8
- 1Troubleshoot law enforcement software applications and resolve technical issues for agency customers.
- 2Configure customer environments using administrative tools to meet RMS requirements.
- 3Investigate and fix data export and application issues in DORS, RAR, and Command Center.
- 4Manage escalated support cases and communicate directly with agencies to resolve operational problems.
- 5Perform network configuration, workstation installations, and COMM server setup for TSA positions.
- 6Create and maintain training materials that empower customers to use software effectively.
- 7Partner with Engineering and Sales to streamline support workflows and improve outcomes.
- 8Support product launch readiness and customer deployment planning.
Requirements10
- 1Associate degree or equivalent technical/vocational experience.
- 22+ years in a contact center or technical support environment.
- 32+ years of law enforcement experience (sworn or non-sworn), or support of RMS or similar public safety applications.
- 44 years of military experience can substitute for law enforcement experience.
- 5Experience supporting web-based applications and enterprise software.
- 6Proficiency with Microsoft Office and Windows business applications.
- 7Familiarity with HTML, XML, and networking technologies including VPNs.
- 8Proven troubleshooting and diagnostic skills.
- 9Experience with software installation, configuration, and system support.
- 10Excellent written and verbal communication skills, plus presentation and training abilities.
Salary Insight
Salary not disclosed in listing
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