Technical Account Manager

Provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. Responsibilities are within the Technical Customer Support Function as a generalist or in a combination of disciplines. Developing professional role with working knowledge in own discipline, and broadens capabilities. Fully proficient in theories & processes. Typically follows prescribed guidelines or procedures to resolve problems. Works with a moderate level of guidance. Can train or mentor new colleagues.

Accountabilities:

The Technical Account Manager will provide technical assistance and support to LexisNexis Risk Solutions customers. This role involves troubleshooting problems, maintenance of products and services, incident management, providing timely solutions, and always ensuring a high level of customer satisfaction.

• Respond to customer inquiries via phone and email.

• Diagnose and resolve customer production issues and concerns on LN Risk Insurance Products.

• Document and track customer issues and resolutions in the ticketing system.

• Escalate complex issues to higher-level support teams when necessary.

• Conduct remote troubleshooting and provide clear instructions to customers.

• Maintain up-to-date knowledge of company products and services.

• Collaborate with other team members and/or departments to improve support processes and customer experience.

Qualifications

• Bachelor's degree in any field.
• Proven experience in technical support is preferred but not required.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Customer-focused with a strong commitment to providing exceptional service.
• Knowledgeable in XML, SOAP UI, Web Services, SFTP, or other systems or technologies.
• Knowledgeable in SalesForce, Outlook etc.
• Ability to proactively identify customer issues and work independently to resolve them.
• Excellent communication and problem-solving skills. Experience tailoring messages to all levels of the customer organization from developers and testers to executives.
• Critical and analytical thinking.
• Curiosity. Someone who proactively seeks knowledge to better understand products, systems, and processes.

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