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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support and client relationship management, with a strong focus on process optimization and compliance within the banking industry. Proficient in utilizing project management methodologies and advanced technical skills to enhance customer satisfaction and deliver effective solutions.
Highest-signal resume keywords
Technical Support ExperienceCustomer Relationship ManagementCompliance Industry KnowledgeProject Management SkillsAdvanced Problem-Solving Skills
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Communicate directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance
- Proactively monitor client transactions and processes, perform analysis, and provide recommendations to technology, customer and business leaders
- Partner with internal teams to create a single, seamless LexisNexis experience for clients
- Assess client business needs and recommend software and process optimizations, including training needs
- Understand and document technical requirements and implementation specifications
- Follow up on requests, resolve technical support issues and communicate solutions to client technical teams
- Provide status updates, root-cause analysis, service-level metrics and customer-specific reports
- Develop proactive tools to improve customer support processes
- Manage and lead critical support escalations involving internal and external support teams and leadership
- Provide technical and product expertise and resolution to technical and non-technical audiences
- Serve as a trusted advisor on implementation and process decisions
- Assess customer risks and needs and recommend appropriate service offerings
- Document recommendations in service delivery plans and present them to customers and virtual account teams
- Use project management methods to document, prioritize, track and drive implementations
- Manage delivery of agreed services to achieve customer satisfaction and trust
- Provide advanced technical support for escalated issues, including network, workstation, server and hardware configuration analysis
- Travel to client sites for on-site process analysis, consultation, training and assistance
- Review and document client business processes, procedures, customizations and configurations
- Create, manage and update knowledge bases such as Confluence and SharePoint
- Mentor and coach LexisNexis team members and cross-train other teams on processes and client-specific implementations
- Manage, prioritize and advocate for customer-requested enhancements with product management
Requirements
What you’ll need- Great customer service skills and a passion for developing and maintaining relationships
- Significant experience in a technical support customer contact position or consulting role
- Continuous compliance / banking industry experience
- Ability to solve complex technical issues requiring in-depth research and analysis
- Excellent verbal and written communication skills
- Knowledge of IP, FTP, SQL Server, IIS and MySQL databases
- XML and working knowledge of MS Networking
- Basic experience with CRM systems, including Salesforce, Jira and Confluence
- Self-motivated and diligent with excellent problem-solving skills
- Experience with APIs, including SOAP and REST
- Proficient Microsoft Office 365 skills, including Outlook, Excel, PowerPoint and Teams
- Degree in Computer Science, Management Information Systems, Engineering or Business discipline preferred, or equivalent job experience
- Compliance industry experience desired
- Understanding of software monitoring tools such as Kibana
- Worked knowledge and involvement in medium- to large-scale systems implementation
- Willingness and ability to travel to domestic and international customer sites
- Willingness to be on-call when required
Benefits
Comp & perks- Generous holiday allowance with the option to buy additional days
- Health screening, eye care vouchers and private medical benefits
- Wellbeing programs
- Life assurance
- Access to a competitive contributory pension scheme
- Save As You Earn share option scheme
- Travel Season ticket loan
- Electric Vehicle Scheme
- Optional Dental Insurance
- Maternity, paternity and shared parental leave
- Employee Assistance Programme
- Access to emergency care for both the elderly and children
- RECARES days, giving you time to support the charities and causes that matter to you
- Access to employee resource groups with dedicated time to volunteer
- Access to extensive learning and development resources
- Access to employee discounts scheme via Perks at Work
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQL ServerAPIsXMLIISMySQLSoftware Monitoring ToolsTechnical AnalysisProcess OptimizationNetwork ConfigurationSystems Implementation
Soft Skills
Excellent Communication SkillsCustomer Service SkillsSelf-MotivatedDiligentMentoring and Coaching
Tools & Technologies
SalesforceJiraConfluenceMicrosoft Office 365Kibana
Industry Keywords
Banking Industry ExperienceComplianceTechnical RecommendationsClient Technical TeamsService Delivery Plans