Customer Support Engineer
RELX (Elsevier, LexisNexis) · London, United Kingdom · 3mo ago
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
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)
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
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 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.




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