At a Glance
- Tasks: Provide top-notch support to customers, troubleshooting and resolving technical issues.
- Company: Join LexisNexis Risk Solutions, a leader in risk assessment and customer experience.
- Benefits: Enjoy generous holidays, health benefits, and a supportive work environment.
- Other info: Dynamic team with opportunities for learning and career growth.
- Why this job: Make a real difference by helping major companies enhance their online operations.
- Qualifications: Customer support experience, strong communication skills, and tech-savvy.
The predicted salary is between 29700 - 36300 £ per year.
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.
About the team: The role is part of a 24x7 global support team. You may be required to work overnight or weekends, as needed. Occasional travel may also be required. You will be working with customers and other team members in addressing their questions via phone/email about the LNRSG Service. The issues can range from a simple password reset to webpage workflow of LNRSG code to troubleshooting network connections to working with the customer on specific rules to improve their risk posture.
About the role: As the leading provider of integrated physical and digital risk mitigation solutions, we are looking for a highly capable and versatile Support Engineer to join our Customer Support organization. Utilizing their SaaS, passive services monitoring, and enterprise software experience to enhance our technical customer relationships.
Responsibilities:
- Providing guidance and validation of software solutions that will allow some of the largest companies in the world to do more business online testing and troubleshooting customer integrations, Desktop/Laptop and mobile fingerprinting, API Integrations Policies and rules, escalation and enforcement workflow design.
- Following prescribed software workflow and processes when addressing customer questions and ensuring that the Service continues to function normally through software maintenance, testing and post-deployment.
- Discerning when software/technical issues should be escalated and responding to customer’s initial questions on our software products and actively monitoring the service that LNRSG provides.
Requirements:
- Proven experience in Customer Support (pre/post sales) experience and proven track record.
- Proficient in English and French.
- Great Customer facing skills (email and over the phone).
- Understanding of SQL and generating simple queries.
- Knowledge of HTML and at least two of the following technologies; PHP, Perl, JAVA, JSP/JSF, Ruby, Javascript or ASP.Net.
- Excellent analysis, troubleshooting and debugging skills, in particular with web workflow and websites.
- Ability to handle a wide variety of sometimes demanding and complex issues.
- SDK/Mobile Development Android/IOS/Java (desirable).
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 and life assurance.
- Access to a competitive contributory pension scheme.
- Save As You Earn share option scheme.
- Travel season ticket loan and 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 charities and causes that matter to you.
- Employee resource groups with dedicated volunteering time.
- Access to extensive learning and development resources.
- Employee discounts through the Perks at Work scheme.
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 or please contact 1-855-833-5120.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
Customer Support Engineer in London employer: LexisNexis Risk Solutions Group
At LexisNexis Risk Solutions, we pride ourselves on being an exceptional employer that values employee well-being and professional growth. Our London-based team enjoys a supportive work culture with generous benefits, including health screening, flexible leave options, and extensive learning resources, all aimed at fostering a fulfilling career in customer support. Join us to be part of a dynamic global team dedicated to making a meaningful impact in risk assessment and customer experience.
Contact Details:
LexisNexis Risk Solutions Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LexisNexis Risk Solutions Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LexisNexis Risk Solutions Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LexisNexis Risk Solutions Group:Your cover letter is your chance to shine! Tell us why you want to work at LexisNexis Risk Solutions Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LexisNexis Risk Solutions Group!
How to prepare for a job interview at LexisNexis Risk Solutions Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
