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Form of workLexisNexis Risk Solutions is the recognized market leader of watch list filtering solutions for financial institutions and corporations. Over 700 customers including 8 of the world's top 10 financial institutions rely on FircoSoft to filter transactions and customers against sanctions, PEPs (Politically Exposed Persons) and FEPs (Financially Exposed Persons) lists to ensure compliance with regulations on terrorist financing, embargoes, sanctions and FATCA, and meet Know Your Customer (KYC) and customer due diligence (CDD) requirements.
FircoSoft's portfolio of solutions include its transaction filtering solution, Firco Continuity, its KYC/CDD solutions, Firco Trust and Firco Due Diligence, and Firco FATCA, to meet global tax information exchange compliance. FircoSoft also offers a service, Firco List Service, to manage, update and validate a financial institution's specific selection of sanctions lists.
Since 2000, FircoSoft has been ranked #1, best-of-breed, and received numerous accolades and industry recognition for its watch list filtering solution by many organizations and analyst firms including AITE, Celent, Chartis and the CEB TowerGroup.
For more information, please visit www.lexisnexis.com
The Support Analyst:
Responds to customers' requirements
Is accountable for support cases and communication with customers
Follows agreed SLA and severity management
Handles customer escalations
Validates defects corrections
Works in collaboration with the Accuity Support team Level 3
Reports to the Accuity Product Support Team Manager
KEY ACCOUNTABILITIES
The Support Analyst:
Responds to and log all incoming support calls and e-mails from customers in accordance with support service levels agreements for response time, frequency in communicating status of open issues and prompt resolution.
Performs in-depth technical research of software products relating to Technical Support issues, including reproduction of support issues and escalation of unresolved issues or defects to the Support Manager and Product Managers.
Provides regular reporting on support activity for product improvement purposes.
Contributes ideas for improvements to the support process and infrastructure and strive to continually improve the process.
Maintains high levels of professionalism in dealing with customers.
Assists Professional Services Consultants with technical questions during implementation.
Provides on-site support when necessary.
REQUIRED SKILLS
University degree in Computer Science or related discipline
English language skills mandatory
Experience on Application Support and Customer Service and/or software development and implementation services
Good at explaining, curious, ability to prioritize and organize tasks
Experience on Web Applications and RDBMS
Experience on Unix (AIX, Solaris, Oracle) and MQSeries a plus
Knowledge of Microsoft Office
Experience with primary messaging formats (SWIFT, CHIPS, FEDWIRE, SIC)
Excellent problem solving and initiative skills
Excellent communication skills
Client focused
Ability to work independently
Team player
Demonstrated attention to detail
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The salary range provided in this posting is the base salary range for NYC.Base Salary Range: 70,400.00USD - 117,300.00USD
At Lexis Nexis 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 .
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