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Technical Solutions Consultant

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Product Management
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Risk Solutions
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LNR006TF Requisition #
Technical Solutions Consultant

LexisNexis is the leader in providing essential information that helps advance industry and society. We are a forward thinking, progressive organisation that provides tracing and data cleansing solutions, in addition, deliver critical and decisive processes for identity verification and compliance due diligence. Our products help our customers make the informed choices on the decisions that matter and that’s where you can help us.

The TSC is the guardian of customer implementation for their assigned client base from client concept to execution, responsible for guiding the customer to make the most of our solutions from Identification through compliance screening to maintaining their data hygiene. This includes providing extensive technical assistance, working with internal departments in issue diagnosing, research and resolution of technology related problems.  TSC’s will work with the client and account manager to understand the unique environment in which LexisNexis Risk Solutions’ products and services are implemented and provide a holistic consultative approach to ensure client objectives are met. 

You will most likely be either an experienced developer who enjoys coaching or a customer facing developer within an IT consultancy, likely with financial services experience. The buzz of solving a customer challenge is what you live for and you’ll enjoy the satisfaction of communicating complex systems in an easily understood manner. In return, you will get to work for a FTSE 100 company that is growing at a rate of knots and on software and data that helps organisations do business safely.

Main Responsibilities
Technical consultancy to clients and prospects that clearly communicates how to maximise the value of LexisNexis Risk Solutions products.
Provide technical and product knowledge expertise to clients, Customer Managers, Account Managers, TSCs, product management, etc.
Recognise revenue opportunities and communicate to the LN account team.
Proactively monitor client’s transactions and processes, perform analysis and provide recommendations to necessary parties (i.e. Technology, Customer, Business Leaders) to ensure customer satisfaction with LexisNexis Risk Solutions products and services while aligning with LexisNexis Risk Solutions strategies and value propositions. 
Daily management of large, technically complex and demanding customer accounts. This involves developing a support strategy, issue tracking and follow up through root cause analysis.
Clearly and tactfully articulate problems, resolutions, and provide recommendations in an understandable manner to both technical and non-technical audiences via conference calls, WebEx, and in person.  Provide advanced level technical support for escalated customer issues conducting Network configuration, workstation installation, comm server configuration and hardware configuration analysis. 
Understand and support customers who are integrated with APIs.
Set customer expectations and negotiate priorities.
Travel to client’s job site to provide on-site process analysis, consultation, training and assistance to customers. 
Use project management methods to document, prioritize, track and drive customer implementations and configurations (in cases where a Project Manager is not assigned).
Perform review of client business processes and understand relevant operations. Establish and help document processes, procedures, customizations and configuration.
Provide advanced level technical support for escalated customer issues conducting Network configuration, workstation installation, comm server configuration and hardware configuration analysis. 
Create, manage, update existing Knowledge Base (Wiki, Right Now, SharePoint, etc.). Mentor and coach LN team members.
Provide training, assistance and information as needed to ensure clients have adequate knowledge to effectively use LexisNexis products 
Participate in preparation for product launches including pre and post production release testing.  
On call work maybe required
Be available for flexible national and international travel to customer sites  

Skills & Experience
Education: Preferred BS degree in Computer Science or Business discipline or Technical classes and previous work experience within Technical Support industry.
Demonstrated experience supporting software.
The candidate must have working knowledge and been involved in medium to large scale systems implementation.
Knowledge of Identity Management or Compliance systems or data hygiene would be an advantage to the candidate.
Demonstrated experience using REST and SOAP APIs. 
Able to understand and support network configurations IPv4, IPv6
Understanding of operating systems Unix/Linux/Microsoft 
Databases desirable MS SQL/MySQL
Programming essential. NET C#/C++/PHP/Perl
Advance Troubleshooting Skills Training. 
Experience in handling escalated customer support calls, recognised as being Customer / Team Player oriented. 
Proven Customer Support skills with excellent written and verbal communication skills. 
Outstanding presentation and training skills.

We’re a superb company to work for, with great people, world class technology, market leading products, a culture of innovation and collaboration, and superb career prospects

At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy. Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of FTS 100, RELX Group plc, a world-leading provider of information and analytics for professional and business customers across industries.

LexisNexis is an equal opportunities employer and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age. 

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