Technical Support Analyst

3 weeks ago

Cardiff, United Kingdom LexisNexis Risk Solutions Full time

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: 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 time frames. 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.

About the Role: 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.

Responsibilities

  • Providing technical support for clients and colleagues across a wide variety of functions. This will be done via multiple customer channels (including telephony, email, and live chat).
  • Managing the life cycle of all incidents/tickets, ensuring the incident/ticket is worked through to satisfactory conclusion and within SLA.
  • Working closely and collaboratively with colleagues where appropriate. Act as liaison point and coordinator to ensure necessary action is taken and updates provided.
  • Developing detailed technical and process documentation
  • Building product knowledge to competently demonstrate the products and services we sell, so that you are the Subject Matter Expert (SME)
  • Identifying process/procedure improvements. Monitoring systems performance and reporting on any potential capacity issues


Requirements

  • Demonstrate customer service skills and a passion for developing and maintaining relationships
  • Show understanding of software monitoring tools
  • Demonstrate good communication skills, both written and verbal
  • Be self-motivated and diligent with excellent problem-solving skills
  • Experience within the Regulated Services industry

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