Product Support Specialist I

Overview

LexisNexis ThreatMetrix is an enterprise solution for digital identity intelligence and digital authentication that is trusted by over 5,000 leading global brands to inform daily transaction decisions. By combining digital identity insights built from billions of transactions with leading analytic technology and embedded machine learning, our fraud prevention solutions unify decision analytics across the entire customer journey.

LexisNexis Emailage Discover sophisticated, high-speed risk assessment with simple implementation. Designed to help you increase your top-line revenue by reducing false positives, increasing conversions, minimizing abandonment and building trust from genuine customers. It analyzes multiple attributes when an email address is present to quickly and more accurately deliver a risk score to your business – no matter the channel, transaction type or customer touchpoint – all without causing unnecessary disruption to the user experience.

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

Role Overview: Product Support Specialist I

The Product Support Specialist I/Support Engineer plays a vital role in delivering advanced technical support for customers using ThreatMetrix and Emailage products. This position is responsible for monitoring, troubleshooting, and escalating cases appropriately—whether assigned directly or taken from the support queue.

This role is part of the 24x7 support team that is responsible for responding to customer's initial questions and monitoring the Service that LexisNexis Risk ThreatMetrix provides. This position will be shifting work to cover specific hours throughout the week which may include weekends and overnight shifts.

The issues can range from a simple password reset to webpage workflow of ThreatMetrix code to troubleshooting network connections to working with the customer on specific rules to improve their risk posture.

As part of the transition to RESSPI, the scope of work includes the following services:

Technical Support – Email & Phone

Key Responsibilities:

• Perform basic to intermediate troubleshooting steps and utilize internal tools to investigate, resolve, and document technical issues.
• Provide high-quality support to both internal and external customers through phone and email.
• Accurately log all customer interactions, research findings, and resolutions in Salesforce.
• Assist customers with installation and walk through of product user interface and site navigation.
• Provide login, search, usability, research and technical support for multiple proprietary products and services.
• Escalate issues to second level teams or other appropriate teams when necessary.

Educational Background

• Bachelor's degree holder (BA/BS) or Completed at least 2 years level in College (no back subjects/incomplete units) (Web Support/App Level 2 Support/etc.)
• Technical course is preferred or a similar course.

Required Skills and Experience

• Minimum of 5 years of Customer Support (pre/post sales) experience and desire to solve customer issues.
• Great Customer-facing skills (email and phone).
• Ability to multi-task; specifically, research and document customer inquiries while talking on the phone with customers. (talk and type simultaneously).
• Understanding of the \"internet\"; basic networking, SSL Certificates & DNS.
• Analytical and creative thinking skills while adhering to established process guidelines.
• Excellent written and oral communication skills in English.
• Work in collaborative environment.

Additional Skills and Experience considered a bonus

• Knowledge of database strategy, basic networks concepts (i.e. DNS, SSL certificates/privileges, SQL, etc.).
• Has a background in using Putty/Postman/Grafana/SSL Shopper/Django/etc.

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