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API and Batch Data Transfer Support Specialist

This role can either sit in our Georgia, Florida, NY or Ohio location.

Do you consider yourself to be an excellent problem solver with exceptional communication skills?

Do you possess an XML, Batch processing troubleshooting skill set?

About the role: Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of disciplines. Has developed proficiency in a range of processes or procedures through job-related training and on-the-job experience. Provides solutions to problems in situations that are atypical based on existing precedents or procedures. Requires proficiency in a wide range of analytical and technical processes or procedures to carry out assigned tasks

About the team: This global team customer facing team demonstrates “White Glove” level of customer support. They address and diagnosis critical XML and  Batch processing issues in a timely manner.

Tech Stack includes

• ServiceNow: For ticket management and customer interactions.
• Salesforce: For CRM and customer data management.
• Microsoft Teams: For team communication and collaboration.
• Zoom: For virtual meetings and customer support sessions.
• JIRA: For tracking issues and project management.
• Kibana: For tracking XML logs and data visualization.

Requirements

• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in using customer support software and tools.
• Demonstrated problem-solving skills and attention to detail.
• Previous experience in customer service or related field preferred.
• Familiarity with ticketing systems and CRM software.
• Basic understanding of network troubleshooting and IT support.
• Ability to use remote desktop tools for customer assistance.
• Knowledge of data entry and management practices.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Responsibilities

• Providing exceptional customer service by addressing inquiries and resolving issues promptly.
• Maintaining a high level of professionalism and empathy in all customer interactions.
• Ensuring all cases are documented accurately with required information for proper reporting.
• Participating in regular training sessions to stay updated on product knowledge and support techniques.
• Collaborating with team members to improve processes and customer satisfaction.

LexisNexis® Risk Solutions provides customers with innovative technologies, information-based analytics, decisioning tools and data management services that help them solve problems, make better decisions, stay compliant, reduce risk and improve operations. Headquartered in metro-Atlanta, Georgia it operates within the Risk market segment of RELX, a global provider of information-based analytics and decision tools for professional and business customers.

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:
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
 

Posting start date: 5/14/2024. We anticipate this posting will be posted for 30 days.

Position is eligible for a base salary plus an annual bonus.

At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. 

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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