Technical Support Specialist
Offer summary
Qualifications:
2-4 year college degree in Computer Science, MIS, Engineering, or Business preferred., At least 1 year of customer service experience in a technical contact center., Proficiency in troubleshooting and problem-solving skills., Experience with APIs and handling escalated customer support calls is a plus..Key responsibilities:
- Provide second-level support to frontline representatives for LexisNexis products.
- Resolve production issues by collaborating with technical and business teams.
- Assist customers with configuration setup and training.
- Document technical investigations and follow through to resolution.
Job description
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 AntiMoney LaunderingCounter 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.
- Provide advanced second level support to Frontline Representatives for LexisNexis products.
- Direct contact with technical and business teams to resolve production issues quickly.
- Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
- Assist customers with configuration setuptraining.
- Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
- MeetReview customer enhancements with Product Management team, tracking and following through to resolution.
- Participate in preparation for product launches.
- Serve 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.
- Conduct investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings.
- 2 4year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred or equivalent job experience.
- 1+ year customer service in technical contact center environment or equivalent training.
- Advanced troubleshooting skills.
- Advanced problemsolving skills.
- Experience in handling escalated customer support calls
- Recognized as being Customer Service Team Player oriented.
- Proven customer service skills with excellent written and verbal communication skills.
- Experience or enthusiasm with financial crime checks is a plus.
- Outstanding presentation and training skills.
- Ability to work independently and multitask, handling calls and emails.
- Experience working with APIs would be favorable.
- Health Benefits: Comprehensive, multicarrier 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 Timeoff Programs
- ShortandLong 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
- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
Learn more about the LexisNexis Risk team and how we work
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 18558335120.
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here.
Required profile
Experience
Other Skills
- Troubleshooting (Problem Solving)
- Customer Service
- Problem Solving
- Analytical Skills
- Training And Development
- Multitasking
- Teamwork
- Communication
Technical Support Specialist Related jobs
Three Peaks International
- From: Philippines (Full Remote)
- Full time
Softgic
- From: Colombia (Full Remote)
- Full time
Optimal Growth Technologies
- From: South Africa (Full Remote)
- Full time
VikingCloud
- From: United States (Full Remote)
- Full time
LeadVenture™
- From: Belize (Full Remote)
- Full time