Technical Customer Support Analyst

Job Description

Job title: Technical Customer Support Analyst

Company: LexisNexis

Job description: About the business:

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational, efficiencies and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, .

About our team:

As a Technical Support Specialist, you will be a vital member of our team working with a diverse range of technologies and disciplines. You will enjoy working in a friendly environment and benefit from our investment in staff.

About the job:

At LexisNexis Risk Solutions, we help our clients manage customer identity, identify and combat fraud, assess risk and prevent money laundering and terrorist financing. Our aim is to facilitate safer financial transactions by helping clients to assess and manage relationship risk.
Cutting-edge technology and information solutions allow us to achieve these goals. That is why here, you will have the freedom to drive change, the trust to find your path, and the space to explore more.

The Customer Support Teams’ primary focus is to provide the highest quality service to support our clients. As the first point of contact for our customers, the team play a critical part in providing our customers with an excellent first impression of doing business with us. The team own the SLAs around incidents; meaning issues must be ticketed, investigated and, where necessary, escalated following those timeframes. We are uniquely positioned to play a core role in coordinating with multiple key stakeholders every single day, this provides a platform to drive change and enhance our current ways of working.

Culture is extremely important to us, we value trust, empowerment, and support; the successful candidate will benefit from these within the role and encourage these values amongst their peers.

You’ll be responsible for:

Providing technical support for clients and colleagues across a wide variety of functions, via multiple customer channels (including telephony, email, and live chat).

Managing the lifecycle of all incidents/tickets, ensuring the incident/ticket is worked through to a satisfactory conclusion and within SLA.

Working closely and collaboratively with colleagues where appropriate, and acting as liaison point and coordinator to ensure necessary action is taken and updates provided.

Developing detailed technical and process documentation.

Acquire product knowledge to competently demonstrate the products and services

we sell, so that you are the Subject Matter Expert (SME).

Proactively identify process/procedure improvements.

Monitoring systems performance and reporting on any potential capacity issues.

Participation in out-of-hours and weekend on-call support.

Qualifications:

Essential Skills and Attributes:

Great customer service skills and a passion for developing and maintaining relationships

Understanding of software monitoring tools

Strong communication skills, both written and verbal

Self-motivated and diligent with excellent problem-solving skills

Experience within the Regulated Services industry

Desirable Skills:

Experience of using HPCC

Experience using Python and SQL

Understanding of GDPR requirements

Experience using task management tools such as JIRA

Culture and benefits:

​Learn more about the LexisNexis Risk team and how we work

#LI-PL1

#LI-Hybrid

At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.

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: .

Please read our .

Expected salary:

Location: Wales

Job date: Thu, 21 Dec 2023 00:20:50 GMT

Apply for the job now!