Remote Jobs Singapore - Risk Winsland House ∙ Hiring now - Page 1

About the company

At Cirium, our purpose is to make aircraft do more for humanity. We are the industry leader in aviation analytics; enabling airlines, airports, travel companies, tech giants, aircraft manufacturers, financial institutions and many more accelerate their own digital transformation.

Find out more about careers at Cirium, hear from our CEO, Jez Bowen, and learn more about the Values that matter to us by visiting our careers pages.

About our Team

Our team provides customer support to key accounts to maintain loyalty and satisfaction. Ensure the customer is continuously engaged with the product and maximizing its potential. May train customers on how to optimize their use of the product. Very experienced and/or qualified professional. Acts as a resource for colleagues with less experience. Triages and responds to general support questions. Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines. Demonstrates mastery of concepts and procedures in a specialism. Solves complex problems. Works independently, receives minimal guidance. May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives.

About the Role

The role provides advanced support to customers and staff for industry-leading aviation insight products.

Responsibilities

• Provide post-sales support to key accounts.
• Deliver VIP support experience for strategic customers.
• Provide timely, thorough, advanced support response via help desk tickets and phone support.
• Classify support tickets, collect pertinent information, investigate, and resolve customer issues.
• Adhere to working agreements with internal teams for triage, bug pre-qualification, ticket severity level, and customer communication.
• Achieve or exceed team and individual Key Performance Objectives as set forth by the team lead and director.
• Communicate with customers about planned/unplanned maintenance, degraded service, and outages.
• Participate in meetings with various internal teams as needed.
• Create and curate FAQs and basic support documentation for staff and customers.
• Develop in-depth business knowledge of the way different customers use the software.
• Use a variety of mobile apps and software to accomplish support tasks.
• Perform extended hours support for key customers and during support incidents.
• Occasionally travel for team planning or customer meetings.
• Prepare reports as needed.
• Train customers as needed.
• Troubleshoot access and entitlements issues.

Requirements

• Bachelor’s degree in a field that requires analytical skills, or equivalent experience.
• 2-3 years customer service experience.
• Basic office software experience (Microsoft Office or equivalent).
• Familiarity with help desk support ticket tracking systems.
• Demonstrated ability to mentor junior customer support team members.
• Insatiable drive to pore over minute details to find the answer.
• Download structured data, view/modify it in a spreadsheet or text editor, and upload it to a software system.
• Strong analytical, troubleshooting, interpersonal, verbal, and written skills.
• Professional demeanor and a sense of humor in stressful situations.
• ETL (extract/transform/load) support analysis of complex structured data independent of the delivery mechanism or user interface.
• Analyze data schemas in a variety of formats such as CSV, TSV, XML, JSON, and JSONP.
• Expertise with system monitoring and analytical graphs.

Learn more about the LexisNexis Risk team and how we work here

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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