Customer Support Engineer (French speaking)

LexisNexis Risk Solutions; Greater London; Hybrid; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Holiday allowance

Private medical benefits

Pension scheme

Travel season ticket loan

Maternity/paternity leave

Learning & development

Job summary

LexisNexis Risk Solutions is looking for a skilled Support Engineer to join our Customer Support team in London. You will assist blue-chip clients with SaaS solutions, API integrations, and workflow issues, providing guidance and troubleshooting to keep services running smoothly.

The role requires fluent English and French, strong analytical and communication skills, and the ability to work within a 24x7 global team with occasional overnight or weekend work.

Qualifications

• Proven experience in Customer Support (pre/post sales).
• Fluent in English and French (written and spoken).
• Strong customer-facing communication (email/phone).
• Understanding of SQL and ability to generate simple queries.
• Excellent analysis, troubleshooting, and debugging skills for web workflows and sites.
• Ability to handle demanding and complex issues.

Responsibilities

• Guide and validate software solutions for large clients, including testing and troubleshooting integrations, fingerprinting, API policies, and rule enforcement.
• Follow prescribed software workflows and processes to maintain service functionality during maintenance, testing, and post-deployment.
• Identify when issues should be escalated and respond to initial customer inquiries while monitoring service health.

Skills

Customer support

SQL

Troubleshooting

Communication skills

Job description

Location : London (hybrid/ 2-4 days per month in office )

Languages : Fluency in both English and French is mandatory

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.

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.

Requirements:

• Proven experience in Customer Support (pre/post sales) experience and proven track record
• Proficient in English and FRENCH (please do not apply if you are not completely fluent in French / speaking and writing)
• Great Customer facing skills (email and over the phone)
• Understanding of SQL and generating simple queries
• 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

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 and life assurance
• Access to a competitive contributory pension scheme
• Save As You Earn share option scheme
• Travel season ticket loan and Electric Vehicle Scheme
• 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 charities and causes that matter to you
• Employee resource groups with dedicated volunteering time
• Access to extensive learning and development resources
• Employee discounts through the Perks at Work scheme

Learn more about the LexisNexis Risk team and how we work here.