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Technical Customer Support Analyst I
Do you enjoy troubleshooting and resolving customer technical problems quickly?
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, https://risk.lexisnexis.com
About The Role
As a Technical Customer Support Analyst , you will provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution, and maintenance of products and services. Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of disciplines.
Responsibilities
- Provide technical support for clients and colleagues across various functions via multiple customer channels (including phone, email, and live chat).
- Manage the lifecycle of all incidents/tickets, ensuring they are resolved satisfactorily and within SLA.
- Collaborate closely with colleagues and act as a liaison to ensure necessary actions are taken and updates are provided.
- Develop detailed technical and process documentation.
- Acquire product knowledge to competently demonstrate the products and services we offer, becoming a Subject Matter Expert (SME).
- Proactively identify process/procedure improvements.
- Monitor systems performance and report on any potential capacity issues.
- Participate in out-of-hours and weekend on-call support.
Requirements
- Excellent 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.
Learn more about the LexisNexis Risk team and how we work here
