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About the Role

The Customer Support Team is the first point of contact for clients, playing a critical role in providing an excellent first impression. The team owns the SLAs around incidents, ensuring issues are ticketed, investigated, and escalated within defined timeframes. This role offers a platform to drive change and enhance current ways of working by coordinating with multiple key stakeholders.

Responsibilities

Communicate 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 all internal teams to create a single, seamless LexisNexis face to the client.
Engage clients in assessing their business needs and making recommendations on optimizing software and processes, including identification of training needs.
Perform analysis and provide recommendations to ensure customer satisfaction with LexisNexis products and services while aligning with LexisNexis strategies and value propositions.
Understand 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.
Follow defined processes to provide timely status updates, root-cause analysis, service level agreement metrics, and other reports to track customer-specific data.
Develop proactive tools to continuously improve customer support processes.
Manage and lead critical support escalations, involving multiple internal and external support teams and often with visibility to leadership teams.
Serve as the point of contact providing technical and product knowledge expertise and resolution to both technical and non-technical audiences verbally and in writing.
Act as a trusted advisor to the customer in implementation and process decisions.
Assess customers’ risks and needs, and recommend appropriate service offerings to proactively address them.
Document recommendations formally via a service delivery plan and present to the customer and virtual account team.
Use project management methods to document, prioritize, track, and drive implementations.
Manage the delivery of recommended and agreed-upon services to achieve high customer satisfaction and trust.
Provide advanced-level technical support for escalated customer issues, conducting network configuration, workstation installation, server configuration, and hardware configuration analysis.
Develop a support strategy, issue tracking, and follow-up through root cause analysis.
Travel to client’s job site to provide on-site process analysis, consultation, training, and assistance to customers.
Be on-call when required to ensure client support is not impacted.
Perform review of client business processes and understand relevant operations.
Document and routinely review processes, procedures, customizations, and configurations.
Create, manage, and update existing Knowledge Base articles (Confluence, SharePoint, etc.).
Mentor and coach LexisNexis team members.
Cross-train other teams/team members on processes and client-specific implementations.
Manage, prioritize, and advocate for customer-requested enhancements with the product management team.

Requirements

Great customer service skills and a passion for developing and maintaining relationships.
Significant experience in a technical support customer contact position or consulting role.
Continuous compliance / banking industry experience.
Ability to solve complex technical issues requiring in-depth research and analysis.
Excellent verbal and written communication skills.
Experience with IP/FTP/ SQL Server / IIS and MY SQL database.
XML/ Working knowledge of MS Networking.
Basic experience of CRM Systems (Salesforce, Jira, Confluence).
Self-motivated and diligent with excellent problem-solving skills.
Experience in API (SOAP, REST).
Proficient Microsoft Office 365 skills (Outlook, Excel, PPT, Teams).

Skills

IP/FTP/ SQL Server / IIS and MY SQL database
XML
MS Networking
CRM Systems (Salesforce, Jira, Confluence)
API (SOAP, REST)
Microsoft Office 365 (Outlook, Excel, PPT, Teams)
Kibana
Confluence
SharePoint

Location

London, UK
Client sites (domestic and international)

Work Type

Hybrid
Onsite (office and client visits)

Experience Level

Significant experience in technical support customer contact position or consulting role
Worked knowledge and involvement in medium to large-scale systems implementation

Education Level

Degree in Computer Science, Management Information Systems, Engineering or Business discipline preferred or equivalent job experience.

Benefits

Generous holiday allowance with the option to buy additional days
Health screening
Eye care vouchers
Private medical benefits
Wellbeing programs
Life assurance
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
RECARES days (time to support charities and causes)
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

About the Company

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.
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.

Equal Opportunity

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.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants.
Please read our Candidate Privacy Policy.
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.
USA Job Seekers: EEO Know Your Rights.