Technical Customer Support Analyst

LexisNexis Special Services Inc.; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading risk management solutions provider in Cardiff is seeking a Technical Customer Support Analyst. In this role, you will deliver post-sale technical support services, assisting clients through phone, email, and live chat. Key responsibilities include managing the lifecycle of incidents, developing technical documentation, and proactively identifying process improvements. Ideal candidates have strong communication skills, a passion for customer service, and experience in the regulated services sector. Join a company that values employee well-being and offers generous benefits.

Benefits

Generous holiday allowance

Health screening and private medical benefits

Life Assurance

Pension scheme

Employee discounts

Extensive learning resources

Qualifications

• Passion for developing and maintaining client relationships.
• Excellent written and verbal communication skills.

Responsibilities

• Provide technical support via phone, email, and live chat.
• Manage incidents/tickets ensuring they are resolved within SLA.
• Collaborate with colleagues and provide necessary updates.
• Develop detailed technical and process documentation.
• Monitor systems performance and report capacity issues.

Skills

Excellent customer service skills

Understanding of software monitoring tools

Strong communication skills

Self-motivated problem-solving

Experience in the Regulated Services industry

Job description

.Technical Customer Support Analyst page is loaded## Technical Customer Support Analystlocations: Walestime type: Full timeposted on: Posted Todayjob requisition id: R105113**Technical Customer Support Analyst - Cardiff****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, https://risk.lexisnexis.com**About the role:** As a Technical Customer Support Analyst , you will provide post-sale technical support services to customers, including installation, troubleshooting, problem resolution, and maintenance of products and services. Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of disciplines.**Responsibilities:*** Provide technical support for clients and colleagues across various functions via multiple customer channels (including phone, email, and live chat).* Manage the lifecycle of all incidents/tickets, ensuring they are resolved satisfactorily and within SLA.* Collaborate closely with colleagues and act as a liaison to ensure necessary actions are taken and updates are provided.* Develop detailed technical and process documentation.* Acquire product knowledge to competently demonstrate the products and services we offer, becoming a Subject Matter Expert (SME).* Proactively identify process/procedure improvements.* Monitor systems performance and report on any potential capacity issues.* Participate in out-of-hours and weekend on-call support.**Requirements:*** Excellent customer service skills and a passion for developing and maintaining relationships.* Understanding of software monitoring tools.* Strong communication skills, both written and verbal.* Self-motivated and diligent with excellent problem-solving skills.* Experience within the Regulated Services industry.**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* 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**We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click** **to access benefits specific to your location.**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 or please contact 1-855-833-5120.**Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams** **.**Please read our .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.***USA Job Seekers:***.