About the Business

Lexis Nexis Risk Solutions is an essential partner in the assessment of risk and the reduction of fraud in organisations and payment journeys. 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, Payment efficiency and Customer Data Management. An organization that has been at the forefront of AI use and develop for over a decade, it sits perfectly in the world of data owner and solution provider.

About the Team

Our teams are collaborative, forward thinking, and agile. We support multiple products with a challenging and exciting set of features and provide real opportunity for our teams to contribute to the success of the organisation.

As a Technical Customer Support Analyst, 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.

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.

About the Role

Lexis Nexis Risk Solutions is seeking a Technical Customer Support Analyst with a background in providing customer software support and a passion for data and technology, to join our Customer Support Team. The role will entail providing support for applications developed within our teams (including web applications, APIs, batch solutions and more), investigating queries relating to the applications, investigating queries relating to data, identifying root causes and interfacing with support teams, engineering teams and others to promptly resolve customer and consumer support requests.

Responsibilities

• 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 satisfactory conclusion and within SLA
• Working closely and collaboratively with colleagues where appropriate, and act 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.

Requirements

• 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, HPCC, Python, SQL, Power BI, understanding GDPR, task management tools like JIRA and previous experience in a technical support environment

Working For You

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

• Generous holiday allowance with the option to buy additional days

• Health screening, eye care vouchers and private medical benefits

• Wellbeing programs

• Access to a competitive contributory pension scheme

• Save As You Earn share option scheme

• Travel Season ticket loan

• Electric Vehicle Scheme

• Optional Dental Insurance

• Maternity, paternity and shared parental leave

• Employee Assistance Programme

• Access to emergency care for both the elderly and children

• CARES days, giving you time to support the charities and causes that matter to you

• Access to employee resource groups with dedicated time to volunteer

• Access to extensive learning and development resources

• Access to employee discounts scheme via Perks at Work

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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 or please contact 1-855-833-5120.

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We are 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.

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