Customer Service & Operations
Technical Support Analyst
* Location: Cardiff, Vale of Glamorgan, United Kingdom
* Contract Type: Regular
* Schedule: 37.5 hours/week
* Job ID: R96515
Technical Customer Support Analyst I
Do you enjoy troubleshooting and resolving customer technical problems quickly?
About the Business:
LexisNexis Risk Solutions is a key partner in risk assessment. Within our Business Services vertical, we offer solutions that help businesses of all sizes increase revenue, improve operational efficiency, and enhance customer experience. Our solutions address areas such as Anti-Money Laundering, Identity Verification, Fraud Prevention, Credit Risk, and Customer Data Management. Learn more at https://risk.lexisnexis.com.
About the role:
As a Technical Customer Support Analyst, you will provide post-sale technical support, including installation, troubleshooting, problem resolution, and maintenance of products and services. Responsibilities span across technical support functions as a generalist or in specialized disciplines.
Responsibilities:
* Provide technical support to clients and colleagues via phone, email, and chat.
* Manage incident/ticket lifecycle, ensuring resolution within SLA.
* Collaborate with colleagues and act as a liaison for updates and actions.
* Create detailed technical and process documentation.
* Develop product knowledge to become a Subject Matter Expert (SME).
* Identify opportunities for process and procedure improvements.
* Monitor system performance and report capacity issues.
* Participate in out-of-hours and weekend on-call support.
Requirements:
* Excellent customer service skills and relationship management.
* Knowledge of software monitoring tools.
* Strong communication skills, written and verbal.
* Self-motivated with problem-solving skills.
* Experience in the Regulated Services industry.
Learn more about the LexisNexis Risk team and our work here.
We are committed to a fair and accessible hiring process. If you need accommodations, please complete our Applicant Request Support Form or contact 1-855-833-5120.
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USA Job Seekers: We are an equal opportunity employer. Qualified applicants are considered without regard to race, color, creed, religion, sex, national origin, citizenship, disability, veteran status, age, marital status, sexual orientation, gender identity, or genetic information. Know Your Rights.
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