Technical Support Specialist

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, risk.lexisnexis.com

About our Team:  

On our team you will thrive in a dynamic environment where new ideas are encouraged, collaboration is key, and innovation is celebrated. No two days are the same, and you will enjoy the excitement of working in a fast-paced environment.

About the Role:

The Technical Support Specialist identifies and delivers technical training, conducts root-cause analysis, prioritizes and implements solutions to minimize customer issues, and focuses on improving processes and procedures while contributing to the knowledge base. They understand the significance of providing prompt, accurate, and satisfactory resolutions to customer concerns. The role involves working diligently to address escalated customer questions or issues. The specialist is gaining proficiency in various processes and procedures through job training and hands-on experience. Proficiency in a variety of analytical and technical tasks is required to effectively perform the role

Responsibilities: 

• Providing advanced second level support to Frontline Representatives for LexisNexis products.

• Directing contact with technical and business teams to resolve production issues quickly.

• Escalating high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.

• Assisting customers with configuration setup/training.

• Testing, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.

• Meeting/Reviewing customer enhancements with Product Management team, tracking and following through to resolution.

• Participating in preparation for product launches. 

• Serving as the subject matter expert regarding all platforms and changes through engagement with management and product owners.

• Accurate documentation in the appropriate systems such as Salesforce and Jira.

• Conducting investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings.

Requirements:

• 2- or 4-year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred – or equivalent job experience.

• 2+ year customer service in technical contact center environment or equivalent training.

• Must have advanced troubleshooting skills.

• Must have advanced problem-solving skills.

• Experience in handling escalated customer support calls

• Proven customer service skills with excellent written and verbal communication skills.

• Previous experience with financial crime and API knowledge are desirable but not mandatory for the role.

• Outstanding presentation and training skills.

• Ability to work independently and multi-task, handling calls and emails.

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: 

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits 

• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan 

• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs 

• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity 

• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits 
  Health Savings, Health Care, Dependent Care and Commuter Spending Accounts 
  Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice 
    

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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 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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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