Customer Support Engineer

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:

• 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 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.