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 leading provider of integrated physical and digital risk mitigation solutions, we are looking for a highly capable and versatile Support Engineer to join our Customer Support organization. Utilizing their SaaS, passive services monitoring, and enterprise software experience to enhance our technical customer relationships.
About the Role:
The role is part of a 24x7 global support team. You may be required to work overnight or weekends, as needed. Occasional travel may also be required. You will be working with customers and other team members in addressing their questions via phone/email about the LexisNexis Risk ThreatMetrix Service.
The issues can range from a simple password reset to webpage workflow of ThreatMetrix code to troubleshooting network connections to working with the customer on specific rules to improve their risk posture.
Responsibilities:
Providing guidance and validation of software solutions that will allow some of the largest companies in the world do more business online.
Testing and troubleshooting customer integrations, including:
Desktop/Laptop and mobile (SDK) fingerprinting
API Integrations
Policies and rules
Escalation and enforcement workflow design
Following prescribed software workflow and processes when addressing customer questions and ensuring that the Service continues to function normally through software maintenance, testing and post-deployment.
Discerning when software/technical issues should be escalated and responding to customer’s initial questions on our software products and actively monitoring the service that ThreatMetrix provides.
Proactively notify customers of Service events.
Documentation as a reference for future maintenance and upgrades.
Requirements:
A minimum of 5 years previous Customer Support (pre/post sales) experience and proven track record.
Great Customer facing skills (email and over the phone)
Basic understanding of cross platform programming languages (Swift, Reactive Native, Flutter, ETC.)
Basic understanding of Software Development Kits (SDK) and mobile compilation.
Understanding of SQL and generating simple queries.
Detailed working knowledge of HTML and at least two of the following technologies: PHP, Perl, JAVA, JSP/JSF, Ruby, Javascript or ASP.Net
Excellent analysis, troubleshooting and debugging skills, in particular with web workflow and websites.
Ability to handle a wide variety of sometimes demanding and complex issues.
Able to self-manage workload and handle rapidly changing priorities effectively.
Must work constructively and efficiently with other organizations, for example, with Engineering where issues may require code. changes and maintenance releases to the product.
Articulate communicator: Must have excellent written and verbal English communication skills.
Experience with online fraud is highly desirable.
Have a BA/BS, equivalent or relevant industry experience.
Learn more about the LexisNexis Risk team and how we work here
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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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