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 the team: The team are customer facing dedicated to providing product services and support for our global user base, partner network, and internal staff.
About the role: You will provide application expertise and assistance in post-sales engagements to drive new and renewing business for all users, focusing on delivering customer expected outcomes following an effortless experience methodology. You will organise, direct, and coordinate all aspects of the service engagements for customers, with a strong focus on technical product services and understanding the business value and positioning of IDVerse solution. You will also act as an escalation point for customer service related requests and assist with driving continuous improvement in our customer support processes.
Responsibilities:
Handle incoming traffic via supported channels when necessary, to ensure SLA alignment.
Serve as the primary point of contact for escalated customer inquiries. Collaborate with cross-functional teams to address customer needs and provide timely solutions.
Own and trouble-shooting new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience.
Technical/Functional Article and FAQ creation, reviews, and modifications. Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
Provide expert-level technical guidance to staff, guiding them through issue resolution steps effectively.
Assist clients configure the product where necessary, focused on providing product best practices where SOW is not needed.
Assist with client onboarding and EBRs where necessary.
Assist in training and onboarding new customer support team members.
Assist with maintaining both internal and external training documents where necessary.
Rostered on-call outage support during assigned shifts.
Learn more about the LexisNexis Risk team and how we work here
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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