About the Business
 

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com
 

About our Team
 

As the leading provider of integrated physical and digital risk mitigation solutions, we are looking for a highly capable and versatile Support Engineer to join our Customer Support organization. Utilizing their SaaS, passive services monitoring, and enterprise software experience to enhance our technical customer relationships.
 

About the Role
 

The role is part of a 24x7 global support team. You may be required to work overnight or weekends, as needed. Occasional travel may also be required. You will be working with customers and others addressing their questions via phone/email about the LexisNexis Risk ThreatMetrix Service. *Fluency in English is mandatory, and proficiency in Portuguese is required.

Responsibilities

• Offering guidance and validation of software solutions to help some of the world's largest companies expand their online business.
• Testing and troubleshooting customer integrations, including Desktop/Laptop, mobile fingerprinting, API Integrations, Policies and rules, Escalation and enforcement workflow design
• Following established software workflows and processes to address customer inquiries. Ensuring the service continues to function properly through maintenance, testing, and post-deployment support.
• Determining when software or technical issues need escalation. Responding to customers' initial questions about our software products, and monitoring the services provided by ThreatMetrix.
• Documenting for future maintenance and upgrades.
• Expecting to be/become a subject matter expert on specific components of the Service
• Mentoring/training other Support team members

Requirements

• Fluency in Portuguese required.
• Have a minimum of 5 years previous Customer Support (pre/post sales) experience and desire to solve customer issues
• Possess excellent communication (verbal and written) and customer service skills.
• Have understanding of the “Internet”; basic networking, SSL Certificates & DNS
• Possess detail working knowledge of HTML and at least two of the following technologies: PHP, Perl, JAVA, JSP/JSF, Ruby, Javascript or ASP.Net
• Demonstrate excellent skills in analysis, troubleshooting, and debugging, particularly with web workflows, websites, and mobile applications.
• Collaborate constructively and efficiently with other organizations, such as Engineering. Where issues may necessitate code changes and maintenance releases to the product.

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

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The salary range provided in this posting is the base salary range for California.$75,100.00 - $125,100.00

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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