Job Description

Technical Customer Support Analyst - Cardiff

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, https://risk.lexisnexis.com

About the role:

As a Technical Customer Support Analyst , you will provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution, and maintenance of products and services. Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of disciplines.

Responsibilities:

Provide technical support for clients and colleagues across various functions via multiple customer channels (including phone, email, and live chat). Manage the lifecycle of all incidents/tickets, ensuring they are resolved satisfactorily and within SLA. Collaborate closely with colleagues and act as a liaison to ensure necessary actions are taken and updates are provided. Develop detailed technical and process documentation. Acquire product knowledge to competently demonstrate the products and services we offer, becoming a Subject Matter Expert (SME). Proactively identify process/procedure improvements. Monitor systems performance and report on any potential capacity issues. Participate in out-of-hours and weekend on-call support.

Requirements:

Excellent customer service skills and a passion for developing and maintaining relationships. Understanding of software monitoring tools. Strong communication skills, both written and verbal. Self-motivated and diligent with excellent problem-solving skills. Experience within the Regulated Services industry.

Working for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

Generous holiday allowance with the option to buy additional days Health screening, eye care vouchers and private medical benefits Wellbeing programs Life Assurance Access to a competitive contributory pension scheme Save As You Earn share option scheme Travel Season ticket loan Electric Vehicle Scheme Optional Dental Insurance Maternity, paternity and shared parental leave Employee Assistance Programme Access to emergency care for both the elderly and children RECARES days, giving you time to support the charities and causes that matter to you Access to employee resource groups with dedicated time to volunteer Access to extensive learning and development resources Access to employee discounts scheme via Perks at Work
Learn more about the LexisNexis Risk team and how we work here

Job Type: Full-time

Pay: 25,500.00-27,500.00 per year

Work Location: Hybrid remote in Cardiff CF11 0SN