Offer summary

Qualifications:

Experience in a technical support or customer advocacy role is essential., Strong problem-solving skills with the ability to conduct in-depth research and analysis., Excellent verbal and written communication skills are required., Proficiency in Microsoft Office 365, including Outlook, Excel, and PowerPoint..

Key responsabilities:

Communicate with client technical and business teams to understand their requirements and provide guidance.

Engage clients to assess their needs and recommend optimizations for software and processes.

Document technical requirements and follow up on requests to resolve support issues.

Manage critical support escalations and serve as a trusted advisor to clients.

Job description

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 a Technical Account Manager, you will be a vital member of our team working with a diverse range of technologies and disciplines.

About the Role
The Customer Support Teams’ primary focus is to provide the highest quality service to support our clients. As the first point of contact for our customers, the team provides our customers with an excellent first impression. The team own the SLAs around incidents that need to be investigated and escalated following those time frames.

Responsibilities

Communicating directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance. Partner with all internal teams to create a single, seamless LexisNexis face to the client.
Engaging clients to assess 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.
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.
Following defined processes to provide timely status updates, root-cause analysis and service level agreements metrics, and other reports to track. Develop proactive tools to continuously improve customer support processes.
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.
Assessing customers’ risks, needs, and recommends appropriate service offerings to proactively address.

Requirements

Demonstrate high level customer service skills and a passion for developing and maintaining relationships.
Have experience in technical support customer contact position or customer advocacy role.
Show Ability to solve complex technical issues requiring in-depth research and analysis.
Demonstrate verbal and written communication skills.
Have proficient Microsoft office 365 skills. (Outlook, Excel, PPT)

Learn more about the LexisNexis Risk team and how we work here

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 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 .

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