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.
About the Role:As a Technical Customer Support Specialist, you will join a high-performing client engagement team that supports customers post-implementation. You will serve as the primary technical contact for a portfolio of customers, ensuring they receive continued support and value from our products and services. This is not a helpdesk role-it is a customer-facing, mid-level position that blends technical troubleshooting with relationship management.
Responsibilities:- Serve as the primary technical point of contact for assigned clients, providing ongoing support for LexisNexis® Risk Solutions products and services in production.
- Build and manage strong, long-term customer relationships, with a deep understanding of their systems, goals, and technical environments.
- Collaborate with internal sales, product, and engineering teams to escalate and resolve issues and communicate customer feedback.
- Troubleshoot complex technical problems involving connectivity, integrations, and platform usage.
- Use internal ticketing and CRM tools to document and track issues and ensure timely resolution.
- Conduct occasional customer touchpoints and check-ins, especially with large or strategic accounts.
- Participate in an on-call support rotation (one week every 10 weeks).
- Stay current with product knowledge and technology updates relevant to our customer solutions.
- Contribute to the development of team structure and support model improvements.
Requirements:- Bachelor's degree or equivalent professional experience preferred.
- Proven experience in a technical customer-facing role, such as Business Analyst, Technical Account Manager, or Support Specialist.
- Technical acumen with familiarity in areas such as cloud platforms, networks, or AWS environments.
- Hands-on experience with tools and technologies such as XML, SOAP UI, Web Services, SFTP, and related troubleshooting platforms.
- Strong verbal and written communication skills-able to adjust tone and detail for technical and non-technical stakeholders alike.
- Customer-centric mindset with the ability to work proactively, manage expectations, and resolve complex issues.
- Skilled in using Salesforce, Outlook, or other CRM/ticketing systems.
- Ability to work independently in a remote environment, while collaborating with a wider cross-functional team.
- Comfortable with occasional networking and contributing to referrals or introductions.
