Customer Support Analyst

LexisNexis Risk Solutions; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading risk assessment firm in London is seeking a Customer Support Specialist to provide technical assistance post-sales. You will resolve issues, assist customers, and collaborate with your team to enhance support processes. The ideal candidate will have a working knowledge of IT systems and a proactive learning attitude. Excellent communication skills are essential. This role offers competitive benefits including health screening, a generous holiday allowance, and extensive learning resources.

Benefits

Generous holiday allowance

Health screening and private medical benefits

Wellbeing programs

Competitive contributory pension scheme

Employee discounts via Perks at Work

Qualifications

• Working knowledge of IT systems, especially databases and OS.
• Proactive in learning new technologies.
• Experience in technical support is helpful but not mandatory.

Responsibilities

• Investigate and resolve technical issues using data analysis.
• Reproduce customer issues and escalate when necessary.
• Provide support via phone and digital platforms.
• Advocate for customer needs in product development.

Skills

Working knowledge of IT systems (e.g. databases, Windows, Linux)

Clear communication skills

Curiosity and a proactive approach

Collaborative mindset

Job description

Overview

As a Customer Support Specialist, you'll provide post-sales technical assistance to customers. This includes installation, troubleshooting, issue resolution, and maintenance of our products and services. You'll work independently and contribute to improving support processes and customer experience.

Responsibilities

• Investigate and resolve technical issues using data analysis and log file review
• Reproduce customer issues in test environments and escalate when needed
• Provide support via phone and digital channels
• Advocate for customer needs during product development
• Share knowledge and support colleagues across the team

Qualifications

• Working knowledge of IT systems (e.g. databases, Windows, Linux)
• Curiosity and a proactive approach to learning new technologies
• Experience in technical support is helpful but not required
• Clear communication skills and a collaborative mindset

Company

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

Benefits

• 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