Technical Support Specialist (Hybrid)

Risk Solutions - Alpharetta, GA

Full-time - Mid Level

Alpharetta, GA

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Technical Support Specialist at LexisNexis Risk Solutions plays a crucial role in providing advanced technical support and training to customers and frontline representatives. This position focuses on resolving customer issues, improving processes, and contributing to the knowledge base while working in a dynamic and fast-paced environment. The specialist will engage with various teams to ensure prompt and satisfactory resolutions to customer concerns, enhancing the overall customer experience.

Responsibilities

• Providing advanced second level support to Frontline Representatives for LexisNexis products.
• Directing contact with technical and business teams to resolve production issues quickly.
• Escalating high level customer issues to engineering, development, production support, and product management teams and following through to resolution.
• Assisting customers with configuration setup/training.
• Testing, reproducing, and identifying defects reported by customers, submitting results to appropriate teams through tracking system and following through to resolution.
• Meeting/Reviewing customer enhancements with Product Management team, tracking and following through to resolution.
• Participating in preparation for product launches.
• Serving as the subject matter expert regarding all platforms and changes through engagement with management and product owners.
• Accurate documentation in the appropriate systems such as Salesforce and Jira.
• Conducting investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings.

Requirements

• 2- or 4-year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred - or equivalent job experience.
• 2+ years customer service in technical contact center environment or equivalent training.
• Must have advanced troubleshooting skills.
• Must have advanced problem-solving skills.
• Experience in handling escalated customer support calls.
• Proven customer service skills with excellent written and verbal communication skills.
• Outstanding presentation and training skills.
• Ability to work independently and multi-task, handling calls and emails.

Nice-to-haves

• Previous experience with financial crime and API knowledge are desirable but not mandatory for the role.

Benefits

• Comprehensive, multi-carrier program for medical, dental and vision benefits
• 401(k) with match and an Employee Share Purchase Plan
• Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice