Technical Customer Support Analyst

LexisNexis; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading risk assessment company in Cardiff is seeking a Technical Customer Support Analyst. In this role, you will provide essential post-sale technical support to clients, managing incident resolutions and collaborating with cross-functional teams. The ideal candidate will have excellent customer service skills, understanding of software monitoring tools, and a passion for problem-solving. Join us for a generous holiday allowance, life assurance, and a supportive work environment.

Benefits

Generous holiday allowance

Life Assurance

Travel Season ticket loan

Electric Vehicle Scheme

Employee Assistance Programme

Access to emergency care

RECARES days

Access to employee resource groups

Qualifications

• Excellent customer service skills and a passion for developing and maintaining relationships.
• Strong verbal and written communication skills.
• Self-motivated with excellent problem-solving skills.

Responsibilities

• Provide technical support for clients and colleagues through multiple channels.
• Manage the lifecycle of all incidents and tickets.
• Develop detailed technical and process documentation.
• Proactively identify process and procedure improvements.

Skills

Customer service skills

Software monitoring tools understanding

Strong communication skills

Problem-solving skills

Experience in Regulated Services

Job description

Customer Service & Operations
Technical Customer Support Analyst

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.

Benefits

• Generousholidayallowancewiththeoptiontobuyadditionaldays
• LifeAssurance
• TravelSeasonticketloan
• ElectricVehicleScheme
• EmployeeAssistanceProgramme
• Accesstoemergencycareforboththeelderlyandchildren
• RECARESdays,givingyoutimetosupportthecharitiesandcausesthatmattertoyou
• Accesstoemployeeresourcegroupswithdedicatedtimetovolunteer

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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.

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 or please contact 1-855-833-5120.