Application Support Analyst (Remote)

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.