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. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com

About the Team:

We are a cohesive team of committed professionals working together to deliver valuable services, united by a shared commitment to excellence and common objectives.

About the Role:

The candidate chosen for this role will work alongside team members in an agile environment and apply technical, analytical and communication skills towards supporting and maintaining high quality database driven web and Windows based applications.

Responsibilities:

• Show outstanding problem solving and technical skills to effectively solve customer’s question and/or technical challenge.

• Accurately document all customer interaction, research and resolution. Provide login, search, usability, and technical support for multiple proprietary products and services.

• Provide high quality customer support to internal and external customers via phone, email, and chat.

• Acquire product knowledge necessary to competently demonstrate the products and services we sell.

• Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers.

• Assist customers with installation of product user interface and site navigation. Internal systems knowledge such as CRM, billing, admin tools, website, proprietary tools and production systems.

• Perform basic browser troubleshooting. Handle reporting needs such as transactional research, volume, and errors within our reporting tools. Escalate issues and work closely with external teams, when necessary, until the issue is resolved.

Qualifications:

• 1 year customer service in technical contact center environment or equivalent training, 2 years preferred.

• Strong customer focus to interact with customers.

• Problem Solving and basic technical skills.

• Excellent Customer Service skills.

• Excellent written and verbal communication skills. Excellent typing proficiency required. Familiar with Excel/Word/Outlook/PPT/Access/Visio/WebEx/Lync/Skype.

• Ability to multi-task and handle incoming calls as well as emails.

• Customer Service/Team Player oriented, including international colleagues. Professional attitude and positive demeanor at all times.

• Availability to work independently on assigned projects.

• Preferred: Spanish or other 2nd language (i.e. German, French, Brazilian-Portuguese, or Mandarin).

• Preferred: 2 or 4 year degree or equivalent experience. Preferred: Familiar with system to system connection troubleshooting (IPs, SSL certificates, HTTP errors, etc..)

• 24x5 hour Customer Support. Available for all shifts + Weekend on-call.

At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.

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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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