Tech Customer Spt Analyst III
Are you interested in supporting our customer’s needs and resolving their issues?
Would you like to be part of a collaborative and supportive team?
About the Business
LexisNexis Risk Solutions is a leading provider of innovative solutions for significant risk data analytics challenges. We are a forward thinking, progressive organization that provides tracing and data cleansing solutions, in addition, deliver critical and decisive processes for identity verification and compliance due diligence. LexisNexis is part of RELX Group plc, a world-leading provider of information solutions for professional customers. Our products are continually evolving, and that’s where you can help. At LexisNexis Risk Solutions, we help our clients manage customer identity, identify and combat fraud, assess risk, and prevent money laundering and terrorist financing. Our aim is to facilitate safer financial transactions by helping clients to assess and manage relationship risk. Innovative technology and information solutions allow us to achieve these goals. That is why here, you will have the freedom to drive change, the trust to find your path, and the space to explore more.
https://risk.lexisnexis.com/
About the Team
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 play a critical part in providing our customers with an excellent first impression of doing business with us. The team own the SLAs around incidents; meaning issues must be ticketed, investigated and, where necessary, escalated following those timeframes. We are uniquely positioned to play a core role in coordinating with multiple key stakeholders every single day, this provides a platform to drive change and enhance our current ways of working. Culture is extremely important to us, we value trust, empowerment, and support; the successful candidate will benefit from these within the role and encourage these values amongst their peers.
About the Role
As a Technical Account Manager, you will be a vital member of our team working with a diverse range of technologies and disciplines. You will enjoy working in a friendly environment and benefit from our investment in staff. Technical Account Manager (Finance Crime Consultant) with a background providing customer software support and a passion for data and technology, to join our Customer Support Team. This role serves as primary point of contact for an assigned client base product-line responsible for overall account management, troubleshooting with the customer, ensuring optimization of LexisNexis solutions, and identifying opportunities for additional solutions or enhancements. TAM’s need to understand each client’s unique environment and provide the business and technical support where multiple LexisNexis products and services are implemented. In addition, TAM’s will partner with other LexisNexis teams to ensure a holistic approach to software, products, and services in support of the client’s business needs.
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 (i.e., technology, customer, and business leaders). 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 and service level agreements metrics, and other reports to track customer specific data. Develop proactive tools to continuously improve customer support processes.
- Manage and lead critical support escalations, which often include multiple internal and external support teams and often with visibility to internal and external leadership teams. Will be the point of contact providing technical and product knowledge expertise and resolution to both technical and non-technical audiences verbally and in writing through a variety of communication tools. Serve as a trusted advisor to the customer in implementation and process decisions.
- Assess customers’ risks and needs and recommends appropriate service offerings to proactively address. Document recommendations formally via service delivery plan and present to customer and virtual account team unit. 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. This involves developing 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. Willingness to 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 configuration. Create, manage, update existing Knowledge Base (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 with experience in technical support customer contact position or consulting role.
- 2-3 years continuous compliance / banking industry experience
- Ability to solve complex technical issues requiring in-depth research and analysis with excellent verbal and written communication skills. Self-motivated and diligent with excellent problem-solving skills.
- IP/FTP/ SQL Server / IIS and MY SQL database.
- XML/ Working knowledge of MS Networking.
- Basic experience of CRM Systems (Salesforce, Jira, Confluence)
- Experience in API (SOAP, REST).
- Proficient Microsoft office 365 skills. (Outlook, Excel, PPT, Teams).
Desirable Skills:
- Compliance industry experience desired.
- Understanding of software monitoring tools (Kibana).
- The candidate must have worked knowledge and been involved in medium-to-large-scale systems implementation.
- Willingness and ability to travel to domestic and international customer sites.
Our Commitment to Inclusion
We encourage applications from individuals of all backgrounds, including underrepresented groups, people living with disabilities, career changers, and candidates with non-traditional education or experience. If you require accommodations at any stage of the recruitment process, please let us know. We are committed to supporting your success.
Learn more about the LexisNexis Risk Solutions team and how we work
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