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 or similar environment., Proficiency in troubleshooting, problem-solving, and handling escalated support calls., Strong communication skills and ability to work independently, multi-task, and document accurately..

Key responsibilities:

Provide second-level support to front-line representatives and resolve technical issues.

Coordinate with technical and business teams to address production problems.

Assist customers with configuration setup and training, and reproduce reported defects.

Document processes and participate in product launches and customer enhancement reviews.

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 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:

We’re a collaborative global team dedicated to supporting customers and solving complex, real-world challenges using the RiskNarrative platform. Every day, we troubleshoot unique configurations, dive deep into technical issues, and work closely with clients to ensure their success. Our work is dynamic, fast-paced, and no two days are the same.

About the Role:

Recognize and provide technical training, implement root-cause analysis, prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledgebase contribution. Understand the importance of immediate, accurate and satisfactory resolution of any customer. Work diligently to address any customer concerns or questions that have been escalated. Has developing proficiency in a range of processes or procedures through job-related training and on-the-job experience. Requires proficiency in a range of analytical and technical processes or procedures to carry out assigned tasks.

Responsibilities:

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 setup/training.
Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
Meet/Review 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.

Requirements:

2- 4-year 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 problem-solving 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 multi-task, handling calls and emails.
Experience working with APIs would be favorable.

Working for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

Health Benefits: Comprehensive, multi-carrier 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 Time-off Programs
Short-and-Long 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 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. Learn more about spotting and avoiding scams here.

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.

Required profile