Customer Support Engineer - French Speaking

LexisNexis Risk Solutions; Camden Town; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading provider of risk solutions in the UK seeks a Support Engineer to enhance technical customer relationships. The ideal candidate will have customer support experience, be proficient in French, and possess troubleshooting skills for software solutions. Benefits include generous leave, health benefits, and a competitive pension scheme.

Benefits

Generous holiday allowance

Health screening, eye care vouchers

Wellbeing programs

Life Assurance

Contributory pension scheme

Share option scheme

Travel Season ticket loan

Electric Vehicle Scheme

Optional Dental Insurance

Parental leave options

Employee Assistance Programme

Emergency care access

Charity support days

Volunteering opportunities

Learning and development resources

Employee discounts scheme

Qualifications

• Proven experience in Customer Support with a track record.
• Proficient in oral and written French.
• Great customer-facing skills for email and phone communication.
• Understanding of SQL and ability to generate queries.
• Knowledge of HTML and experience with PHP, Perl, JAVA, etc.
• Excellent analysis, troubleshooting and debugging skills.
• Ability to handle a variety of complex issues.
• Desirable experience in SDK/Mobile Development.

Responsibilities

• Guide and validate software solutions for customer integrations.
• Address customer questions while ensuring service functions normally.
• Monitor customer services and escalate software/technical issues.

Skills

Customer Support experience

Oral and written French

Customer facing skills

Understanding of SQL

Knowledge of HTML and programming languages

Analysis and troubleshooting skills

Handling complex issues

SDK/Mobile Development (Android/iOS/Java)

Job description

About the role

As the leading provider of integrated physical and digital risk mitigation solutions, we are looking for a highly capable and versatile Support Engineer to join our Customer Support organization. Utilizing their SaaS, passive services monitoring, and enterprise software experience to enhance our technical customer relationships.

Responsibilities

• Providing guidance and validation of software solutions that will allow some of the largest companies in the world do more business online testing and troubleshooting customer integrations, Desktop/Laptop and mobile fingerprinting, API Integrations Policies and rules, escalation and enforcement workflow design.
• Following prescribed software workflow and processes when addressing customer questions and ensuring that the Service continues to function normally through software maintenance, testing and post-deployment
• Discerning when software/technical issues should be escalated and responding to customer's initial questions on our software products and actively monitoring the service that LNRSG provides.

Qualifications

• Proven experience in Customer Support (pre/post sales) experience and proven track record,
• Proficient in Oral and written French
• Great Customer facing skills (email and over the phone)
• Understanding of SQL and generating simple queries
• Knowledge of HTML and at least two of the following technologies; PHP, Perl, JAVA, JSP/JSF, Ruby, Javascript or ASP.Net
• Excellent analysis, troubleshooting and debugging skills, in particular with web workflow and websites
• Ability to handle a wide variety of sometimes demanding and complex issues
• SDK/Mobile Development Android/IOS/Java (desirable)

About the Business

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

The role is part of a 24x7 global support team. You may be required to work overnight or weekends, as needed. Occasional travel may also be required. You will be working with customers and other team members in addressing their questions via phone/email about the LNRSG Service The issues can range from a simple password reset to webpage workflow of LNRSG code to troubleshooting network connections to working with the customer on specific rules to improve their risk posture.

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