# Customer Support Specialist

**Company**: LexisNexis Risk Solutions
**Location**: London
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://relx.wd3.myworkdayjobs.com/en-US/RiskSolutions/job/London-Wall/Technical-Account-Manager_R119112?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6798806e-9ac

## Description

We are seeking a Customer Support Specialist to join our team, focusing on providing high-quality service to support our clients. The successful candidate will be the first point of contact for our customers, owning SLAs around incidents and playing a critical part in providing an excellent first impression of doing business with us.

**Responsibilities:**

- Communicate directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance.

- Proactively monitor client transactions and processes, perform analysis, and provide recommendations to necessary parties.

- Partner with all internal teams to create a single, seamless LexisNexis face to the client.

- Engage clients in assessing their business needs and making recommendations on optimizing software and processes.

- Understand and document the technical requirements and implementation specifications for the client.

- Follow-up on requests, resolve technical support issues and communicate solutions directly with client technical teams.

- Manage and lead critical support escalations, which often include multiple internal and external support teams.

- Assess customers' risks, needs, and recommend appropriate service offerings to proactively address.

- Document recommendations formally via service delivery plan and present to customer and virtual account team unit.

- Provide advanced level technical support for escalated customer issues conducting network configuration, workstation installation, server configuration and hardware configuration analysis.

- Travel to client's job site to provide on-site process analysis, consultation, training, and assistance to customers.

**Requirements:**

- Great customer service skills and a passion for developing and maintaining relationships.

- Significant experience in technical support customer contact position or consulting role.

- Continuous compliance / banking industry experience.

- Ability to solve complex technical issues requiring in-depth research and analysis.

- Excellent verbal and written communication skills.

- IP/FTP/ SQL Server / IIS and MY SQL database.

- XML/ Working knowledge of MS Networking.

- Basic experience of CRM Systems (Salesforce, Jira, Confluence).

- Self-motivated and diligent with excellent problem-solving skills.

- Experience in API (SOAP, REST).

- Proficient Microsoft office 365 skills. (Outlook, Excel, PPT, Teams).

**Benefits:**

- 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.

## Skills

### Required
- SQL Server
- MYSQL
- XML
- MS Networking
- CRM Systems
- API
- Microsoft Office 365

### Nice to have
- Degree in Computer Science
- Compliance industry experience
- Software monitoring tools (Kibana)
- Medium to large-scale systems implementation
- Willingness and ability to travel to domestic and international customer sites

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Source: [Apply at relx.wd3.myworkdayjobs.com](https://relx.wd3.myworkdayjobs.com/en-US/RiskSolutions/job/London-Wall/Technical-Account-Manager_R119112?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)