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

As the first point of contact for our customers, the team plays a critical part in providing our customers with an excellent first impression of doing business with us. The team owns 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. You will enjoy working in a friendly environment and benefit from our investment in staff. 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

LexisNexis Risk Solutions is seeking a Technical Account Manager with a background in providing customer software support and a passion for data and technology, to join our Customer Support Team. This role serves as the primary point of contact for an assigned client base product line responsible for overall account management, troubleshooting with the customer, ensuring optimization of LexisNexis solutions, and identifying opportunities for additional solutions or enhancements. ​The Customer Support team’s primary focus is to provide the highest quality service to support our clients.

Responsibilities

• Performing in-depth technical research of software products relating to technical support issues, including reproduction of support issues and escalation of unresolved issues or defects to the Support Manager and Product Managers.

• Responding to and log all incoming support calls and e-mails from customers in accordance with support service levels agreements for response time, frequency in communicating status of open issues and prompt resolution.

• Managing and lead critical support escalations, which often include multiple internal and external support teams.

• Understanding and document the technical requirements and implementation specifications for the client. Follow-up on requests, resolve technical support issues and communicate solutions directly with client technical teams.

• Managing and leading critical support escalations, which often include multiple internal and external support teams. Will be the point of contact providing technical and product knowledge expertise and resolution to both technical and non-technical audience. Serve as a trusted advisor to the customer in implementation and process decisions.

• Communicating directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance. Proactively monitor client transactions and processes, perform analysis, and provide recommendations to necessary parties. Partner with allinternal teams to create a single, seamless LexisNexis face for the client.

• Providing regular reporting on support activity for product improvement purposes.Contributes ideas for improvements to the support process and infrastructure and strive to continually improve the process.

• Providing on-site support when necessary.

Requirements

• Demonstrate ability to solve complex technical issues requiring in-depth research and analysis.

• Have experience in a technical support customer contact position or customer advocacy role.

• Have an Associate or Bachelors degree, in Computer Science or related discipline preferred.

• Have experience on Application Support and Customer Service and/or software development and implementation services

• Have experience on Web Applications and RDBMS.

• Demonstrate basic experience of CRM Systems (Salesforce, Jira, Confluence)

• Use XML Working knowledge of MS Networking experience.

• Have Experience on Unix (AIX, Solaris, Oracle) and MQSeries a plus

• Possess excellent communication and interpersonal skills to effectively manage customer relationships.

• Demonstrate the ability of consultative approach to uncover customer’s needs, investigate further, and resolve problems.

• Have experience with primary messaging formats (SWIFT, CHIPS, FEDWIRE, SIC)

• Be Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint) and ability to learn new systems and software quickly.

• Demonstrates some proficiency with concepts and processes Analyses possible solutions using standard procedures.

Learn more about the LexisNexis Risk team and how we work here (https://relx.wd3.myworkdayjobs.com/RiskSolutions/page/21c296c982531000b79663f3194b0000)

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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.

Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) .

RELX is a global provider of information and analytics for professional and business customers across industries.

We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients.

In short, we enable our customers to make better decisions, get better results and be more productive.