Application Support Analyst (Remote)
HOME-BASED, Texas
Employer: LexisNexis Risk Solutions
Industry: Customer Service & Operations
Salary: Competitive
Job type: Full-Time
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 our Team
As the first point of contact for our customers, the team plays a critical part in providing our customers with an excellent first impression of doing business with us. The team owns the SLAs around incidents; meaning issues must be ticketed, investigated, and, where necessary, escalated following those timeframes. We are uniquely positioned to play a core role in coordinating with multiple key stakeholders every single day, this provides a platform to drive change and enhance our current ways of working. You will enjoy working in a friendly environment and benefit from our investment in staff. Culture is extremely important to us, we value trust, empowerment, and support; the successful candidate will benefit from these within the role and encourage these values amongst their peers.
About the Role
LexisNexis Risk Solutions is seeking a Technical Account Manager/ Application Support Analyst with a background in providing customer software support and a passion for data and technology, to join our Customer Support Team. This role serves as the primary point of contact for an assigned client base product line responsible for overall account management, troubleshooting with the customer, ensuring optimization of LexisNexis solutions, and identifying opportunities for additional solutions or enhancements. The Customer Support team's primary focus is to provide the highest quality service to support our clients.
Responsibilities
Requirements
Learn more about the LexisNexis Risk team and how we work here
#LI-AR1
#LI-Remote
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 our Team
As the first point of contact for our customers, the team plays a critical part in providing our customers with an excellent first impression of doing business with us. The team owns the SLAs around incidents; meaning issues must be ticketed, investigated, and, where necessary, escalated following those timeframes. We are uniquely positioned to play a core role in coordinating with multiple key stakeholders every single day, this provides a platform to drive change and enhance our current ways of working. You will enjoy working in a friendly environment and benefit from our investment in staff. Culture is extremely important to us, we value trust, empowerment, and support; the successful candidate will benefit from these within the role and encourage these values amongst their peers.
About the Role
LexisNexis Risk Solutions is seeking a Technical Account Manager/ Application Support Analyst with a background in providing customer software support and a passion for data and technology, to join our Customer Support Team. This role serves as the primary point of contact for an assigned client base product line responsible for overall account management, troubleshooting with the customer, ensuring optimization of LexisNexis solutions, and identifying opportunities for additional solutions or enhancements. The Customer Support team's primary focus is to provide the highest quality service to support our clients.
Responsibilities
- Performing in-depth technical research of software products relating to technical support issues, including reproduction of support issues and escalation of unresolved issues or defects to the Support Manager and Product Managers.
- Responding to and log all incoming support calls and e-mails from customers in accordance with support service levels agreements for response time, frequency in communicating status of open issues and prompt resolution.
- Managing and lead critical support escalations, which often include multiple internal and external support teams.
- Understanding and document the technical requirements and implementation specifications for the client. Follow-up on requests, resolve technical support issues and communicate solutions directly with client technical teams.
- Managing and leading critical support escalations, which often include multiple internal and external support teams. Will be the point of contact providing technical and product knowledge expertise and resolution to both technical and non-technical audience. Serve as a trusted advisor to the customer in implementation and process decisions.
- Communicating directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance. Proactively monitor client transactions and processes, perform analysis, and provide recommendations to necessary parties. Partner with all
internal teams to create a single, seamless LexisNexis face for the client. - Providing regular reporting on support activity for product improvement purposes.
Contributes ideas for improvements to the support process and infrastructure and strive to continually improve the process. - Providing on-site support when necessary.
- Provide first and second-level support for LNRS' financial software applications.
- Troubleshooting and resolve application issues reported by users, specifically related to LNRS financial software application.
- Collaborate with development teams to identify and fix bugs in LNRS applications.
- Documenting support processes and maintain internal knowledge base topics within LNRS support ticketing system.
- Assisting with issues of Post-deployment and Post-installation of Customers application into their Live-Production environment.
- Ensuring customer compliance with financial regulations and standards in application support.
- Utilizing Oracle and MySQL databases for application support and troubleshooting.
Requirements
- Demonstrate ability to solve complex technical issues requiring in-depth research and analysis.
- Have experience in a technical support customer contact position or customer advocacy role.
- Have an Associate or Bachelors degree, in Computer Science or related discipline preferred.
- Have experience on Application Support and Customer Service and/or software development and implementation services
- Have experience on Web Applications and RDBMS.
- Demonstrate basic experience of CRM Systems (Salesforce, Jira, Confluence)
- Use XML Working knowledge of MS Networking experience.
- Have Experience on Unix (AIX, Solaris, Oracle) and MQSeries a plus
- Possess excellent communication and interpersonal skills to effectively manage customer relationships.
- Demonstrate the ability of consultative approach to uncover customer's needs, investigate further, and resolve problems.
- Have experience with primary messaging formats (SWIFT, CHIPS, FEDWIRE, SIC)
- Be Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint) and ability to learn new systems and software quickly.
- Demonstrates some proficiency with concepts and processes Analyses possible solutions using standard procedures.
Learn more about the LexisNexis Risk team and how we work here
#LI-AR1
#LI-Remote
Created: 2024-09-27
Reference: R80801
Country: United States
State: Texas
City: HOME-BASED
Similar jobs:
-
Revenue Integrity Analyst III - Decision Support
UT Southwestern Medical Center in Dallas, Texas -
INTL- Technical Support Analyst (Colombia)
Insight Global in Plano, Texas -
Software Support Analyst
Tyler Technologies in College Station, Texas -
Sr Decision Support Analyst
CHI in Houston, Texas -
6K8DI3-Systems Engr Support Analyst 3 - 648-Systems Engr Support Analyst-General
Indotronix International Corporation in Richardson, Texas -
IT Analyst - Customer Support
Kinder Morgan in Houston, Texas -
Desktop Support Analyst
Insight Global in Plano, Texas -
Resolution Support Analyst II
FORVIS in Houston, Texas -
.NET Production Support Analyst
Frontend Arts in Dallas, Texas -
Production Support Analyst
Insight Global in Plano, Texas -
Applications Support Analyst
Addison Group in Houston, Texas💸 $130000 per year -
Analyst Field Support
Altice USA in College Station, Texas -
Application Production Support Analyst
Open Systems Technologies in Irving, Texas -
EHR Support Analyst II ER Dept Exp RN Preferred
Methodist Healthcare in San Antonio, Texas -
RTU Support Analyst
INSPYR Solutions in Houston, Texas -
EHR Support Analyst II ER Dept Exp RN Preferred
Methodist Healthcare in San Antonio, Texas -
Revenue Integrity Analyst - Decision Support
UT Southwestern Medical Center in Dallas, Texas -
Financial Support Analyst
National Financial Partners in Austin, Texas -
Application Support Analyst
Apex Systems in Plano, Texas💸 $58.85 per hour -
EHR Support Analyst II
Methodist Healthcare in San Antonio, Texas