Tech Customer Spt Specialist I

LexisNexis Risk Solutions; Harrow; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

LexisNexis Risk Solutions is seeking a Technical Solutions Consultant to implement identity products across multiple channels and provide advanced escalation support. You will deliver technical integration, share best practices, and analyze complex client issues to drive successful deployments.

Role requires strong communication, independent work habits, and advanced consultative skills to translate technical concepts for diverse audiences.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Strong communication skills, both written and oral, with ability to present to varied audiences.
• Ability to work independently with strong time management.
• Advanced consultative skills to understand client needs and explore options.

Responsibilities

• Provide technical integration and consulting services directly to clients, sales teams, and support colleagues.
• Share product knowledge and best practices to advance implementation.
• Analyze customer pain points and determine root causes using data quality concepts.
• Collaborate with and escalate to appropriate resources to address issues, owning correspondence until resolution.
• Provide installation, implementation and configuration support, keeping project plans up to date.
• Deliver technical presentations and product demonstrations to clients with different technical levels.
• Provide third-level support for customers.
• Perform duties as reasonably assigned.

Skills

Communication

Time management

Consultative skills

Independent work

Education

BA/BS degree

Tools

SoapUI

.NET

JavaBeans

SQL Server

HTML

XML

Web Services

Job description

The Technical Solutions Consultant is responsible for the implementation of LexisNexis Risk Solutions' identity products via all delivery channels (e.g., XML, Web Services, hosted web application, hosted IVR) as well as providing third-level escalation support to create, sustain, and enhance client-generated revenue. These activities may include providing technical and business process-related consulting services directly to clients, specific support for, and liaison with sales, product, and support teams. The Technical Solutions Consultant should demonstrate acumen in the products supported (including software and hardware as applicable), knowledge of common industry practices, and possess high proficiency with tools, processes, and methods required to execute duties as described below.

Main Responsibilities:

• Provide technical integration and consulting services directly to external clients, sales teams, and support colleagues.
• Share product knowledge, best practices, and technical examples with customers to advance implementation completion.
• Use data quality concepts to conduct in-depth analysis of customer pain points and apply problem-solving skills to determine root cause of issues.
• Collaborate with, engage and escal to appropriate resources when necessary to get issues addressed. Own correspondence with the customer until issue is resolved.
• Provide installation, implementation and configuration support, while keeping implementation project plans up to date.
• Through technical presentations and product demonstrations, communicate technical terms to internal and external clients of varying levels of technical understanding.
• Utilise technical expertise to provide 3rd level support for customers.
• Perform duties as reasonably assigned.

• BA/BS degree or equivalent experience in a related field.
• Advanced oral and written communication skills; must be able to communicate technical concepts to both technical and non-technical audiences. Advanced Level ability to deliver client presentations and performance analysis.
• Ability to work independently, with strong time management skills.
• Advanced-level consultative skills with the ability to collaborate and to explore options, to demonstrate and to effectively use active listening skills to understand client needs.

Working knowledge and/or specialized understanding of C#, Windows server, SQL Server, HTML, XML, Web Services, and other Internet-based technologies. Some experience in working with Web Service toolkits (e.g. SoapUI, Microsoft .NET, JavaBeans, etc.).