Technical Support Analyst
Human API
About the Business
LexisNexis is a global provider of trusted information and analytics, delivering solutions that help organizations make informed decisions and manage risk. IDVerse is part of LexisNexis’ suite of solutions, providing advanced product services and support for a global user base, partner network, and internal staff.
About the Team
You will join the customer support team, organizing, directing, and coordinating service engagements with a strong focus on technical product services. The team acts as an escalation point for customer requests and drives continuous improvement in support processes while collaborating closely across functions.
About the Role
Responsibilities
- Respond to incoming requests across supported channels while maintaining service level expectations.
- Act as a point of escalation for complex customer inquiries.
- Investigate and resolve new or unknown technical issues, restoring service quickly and documenting solutions.
- Collaborate with cross‑functional teams to deliver timely, customer‑focused resolutions.
- Create and maintain knowledge articles, FAQs, and documentation.
- Support administration of internal systems, such as ticketing tools.
- Track support trends and metrics, identifying opportunities to improve customer experience and product stability.
- Produce PIR/RCA documentation to support continuous improvement and proactive monitoring.
- Provide technical guidance to colleagues and assist with troubleshooting.
- Support customers with product configuration and best practices (outside of SOW requirements).
- Assist with client onboarding and Executive Business Reviews when needed.
- Train and onboard new team members.
- Maintain internal and external training resources.
- Participate in on‑call rotations for outage support.
Requirements
- Experience in technical support or a related role (experience may come from professional, volunteer, or project‑based work).
- Hands‑on experience with cloud services and technologies.
- Understanding of APIs and SDKs.
- Familiarity with service management practices (e.g., ITIL) is beneficial.
- Clear, empathetic communication and a customer‑first mindset.
- Strong analytical and problem‑solving abilities.
- Ability to take ownership, work independently, and manage competing priorities.
- Initiative, curiosity, and commitment to continuous learning.
- Ability to stay organized and perform effectively in high‑pressure situations.
Working for you:
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
● Generous holiday allowance with the option to buy additional days
● Health screening, eye care vouchers and private medical benefits
● Wellbeing programs
● 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
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
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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.
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