Technical Support Specialist

2 months ago

Alpharetta, United States Motion Recruitment Full time

Our client, a major risk data/analytics company, is actively looking for a Technical Support Specialist to join their team in Alpharetta, GA This is a hybrid position, onsite 2-3 days/week.


*** This begins as a 6 month contract with an opportunity to extend or convert at any time ***


Job Description: Recognize and provide technical training, implement root-cause analysis, prioritize and drive solutions to reduce customer issues, focus on process/procedure improvement and knowledgebase contribution. Understand the importance of immediate, accurate and satisfactory resolution of any customer. Work diligently to address any customer concerns or questions that have been escalated. Has developing proficiency in a range of processes or procedures through job-related training and on-the-job experience. Requires proficiency in a range of analytical and technical processes or procedures to carry out assigned tasks.


Accountabilities:

  • Provide advanced second level support to Frontline Representatives for LexisNexis products.
  • Direct contact with technical and business teams to resolve production issues quickly.
  • Escalate high level customer issues to engineering, development, production support, and product management teams and follow through to resolution.
  • Assist customers with configuration setup/training.
  • Test, reproduce and identify defects reported by customers, submitting results to appropriate teams through tracking system and follow through to resolution.
  • Meet/Review customer enhancements with Product Management team, tracking and following through to resolution.
  • Participate in preparation for product launches.
  • Serve as the subject matter expert regarding all platforms and changes through engagement with management and product owners.
  • Accurate documentation in the appropriate systems such as Salesforce and Jira.
  • Conduct investigations of a technical mindset to research platform configurations, document verification, identity verification and sanction screenings.



Qualifications:

  • 2- or 4-year college degree in Computer Science, Management Information Systems, Engineering, or Business discipline preferred – or equivalent job experience.
  • 2+ year customer service in technical contact center environment or equivalent training.
  • Advanced troubleshooting skills.
  • Advanced problem-solving skills.
  • Experience in handling escalated customer support calls
  • Recognized as being Customer Service / Team Player oriented.
  • Proven customer service skills with excellent written and verbal communication skills.
  • Any experience or enthusiasm with financial crime checks is a plus.
  • Outstanding presentation and training skills.
  • Ability to work independently and multi-task, handling calls and emails.

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