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.