Do you enjoy Problem solving and Trouble shooting ?
Do you have Technical Customer support experience?
About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle – all while reducing risk. You can learn more about LexisNexis Risk at the link below.
https://risk.lexisnexis.com/insurance
About our Team
Working within the Tech Customer Support team helping B2B customers with support of internal products within Financial crime.
About the Role
In this role you will provide technical training, implement root-cause analysis, prioritise and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledgebase contribution.

Responsibilities

• Providing advanced second level support to Frontline Representatives for LexisNexis products.
• Working with technical teams and business teams to resolve production issues quickly.
• Escalating high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
• Assisting customers with configuration setup/training.
• Participating in preparation for product launches.
• Serving as the subject matter expert regarding all platforms and changes through engagement with management and product owners.
• Conducting investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings.

Requirements

• Thrive in a customer service or technical contact centre environment
• Show excellent troubleshooting skills.
• Show excellent problem-solving skills.
• Experience in handling escalated customer support calls
• Possess customer service skills with excellent written and verbal communication skills.
• Display experience or enthusiasm with financial crime checks would be ideal.

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 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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• Providing advanced second level support to Frontline Representatives for LexisNexis products.
• Working with technical teams and business teams to resolve production issues quickly.
• Escalating high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
• Assisting customers with configuration setup/training.
• Participating in preparation for product launches.
• Serving as the subject matter expert regarding all platforms and changes through engagement with management and product owners.
• Conducting investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings