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Support Analyst – Accuity - London

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Customer Services - Support & Training
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Reed Business Information
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REE00AQW Requisition #




Accuity is a subsidiary of Reed Business Information and part of the RELX Group. While RBI has been providing solutions to banks and businesses worldwide for over 175 years, Accuity sets the global standard for payment efficiency, compliance and financial counterparty solutions. Currently Accuity's suite of applications are used in over 3000 companies worldwide and growing.


The role of the Product Support Specialist is primarily to provide support on Accuity's expanding Payment Efficiency and Compliance solutions, to both existing and new clients, which are used by financial and corporate institutions globally. In addition the position requires the Product Specialist to support various watch list screening and reference tools as well as data files designed to help institutions improve payments processing efficiency.


This role provides clients with a technical resource when working through a range of issues within the existing Java based, installed client-side, product set. The Product Support Specialist brings a client-focused approach with a good understanding of how Product Support plays a key role with regard to winning and retaining new business.


This is a role suited to an experienced Product Support professional who has a strong technical background, the ability to communicate effectively and good client skills.


Key Responsibilities
  • Provide technical support for Accuity products, installed behind our clients’ firewalls, across the entire client portfolio
  • Interact with technical team members of the client staff
  • Liaise with Accuity Software Engineering and Professional Services team members while trouble shooting complex, escalated client issues
  • Provide post-sales support for clients and prospects to help support the sales operation
  • Use appropriate software tools to diagnose proper resolution of customer questions and problems
  • Manage and develop procedures to ensure quality support for all Accuity products
 
Essential skills and knowledge
  • Experience with relational database management tools (MS Access, SQL Server, Oracle, etc.)
  • Experience of working with Apache Tomcat hosted Java applications
  • Experience working with and understanding of web services
  • Experience working directly with clients in a support capacity
  • Experience and understanding of incident tracking, preferably Web Help Desk or Salesforce.com
  • Strong detailed oriented and problem solving skills
  • Strong proficiency in MS Office
  • Excellent written and verbal communication skills
  • Strong client focused approach to work 
  • Proven ability to work independently
  • Ability to meet deadlines while working under pressure
  • Bachelor’s degree in a technical field (i.e. CS, MIS) or 3 years professional experience in a technical product support role

Desired skills and knowledge

  • Experience reviewing and understanding application and web server logs
  • Basic experience with programming (VB, C++, C#, Java, Python, etc.)
  • Process improvement / refinement experience
  • Experience in financial services 

About Reed Business Information


At Reed Business information (RBI) we provide information and online data services to business professionals worldwide. Customers have access to our high-value industry data, analytics, information and tools. Our strong global brands hold market-leading positions across a wide range of industry sectors including banking, petrochemicals and aviation where we help customers make key strategic decisions every day. RBI people are driven by an environment focused on innovation, passion for our products, and collaboration, where working in an agile manner is par for the course. RBI is part of RELX, a leading global provider of data, information and solutions for professional customers.


http://www.reedbusiness.com


RBI is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


RBI General Benefits Package:


RBI pays competitive salaries and has a comprehensive set of benefits.

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