Tech Customer Spt Specialist I

The Technical Solutions Consultant is responsible for the implementation of LexisNexis Risk Solutions’ identity products via all delivery channels (e.g., XML, Web Services, hosted web application, hosted IVR) as well as providing third-level escalation support to create, sustain, and enhance client-generated revenue. These activities may include providing technical and business process-related consulting services directly to clients, specific support for, and liaison with sales, product, and support teams. The Technical Solutions Consultant should demonstrate acumen in the products supported (including software and hardware as applicable), knowledge of common industry practices, and possess high proficiency with tools, processes, and methods required to execute duties as described below.

Main Responsibilities:

·         Provide technical integration and consulting services directly to external clients, sales teams, and support colleagues.

·         Share product knowledge, best practices, and technical examples with customers to advance implementation completion.

·         Use data quality concepts to conduct in-depth analysis of customer pain points and apply problem-solving skills to determine root cause of issues.

·         Collaborate with, engage and escalate to appropriate resources when necessary to get issues addressed. Own correspondence with the customer until issue is resolved.

·         Provide installation, implementation and configuration support, while keeping implementation project plans up to date.

·         Through technical presentations and product demonstrations, communicate technical terms to internal and external clients of varying levels of technical understanding.

·         Utilise technical expertise to provide 3rd level support for customers.

·         Perform duties as reasonably assigned.

Skills and Experience:

·         BA/BS degree or equivalent experience in a related field.

·         Advanced oral and written communication skills; must be able to communicate technical concepts to both technical and non-technical audiences. Advanced Level ability to deliver client presentations and performance analysis.

·         Ability to work independently, with strong time management skills.

·         Advanced-level consultative skills with the ability to collaborate and to explore options, to demonstrate and to effectively use active listening skills to understand client needs.

Working knowledge and/or specialized understanding of C#, Windows server, SQL Server, HTML, XML, Web Services, and other Internet-based technologies. Some experience in working with Web Service toolkits (e.g. SoapUI, Microsoft .NET, JavaBeans, etc.)

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