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Support Analyst ( English speaking)
LexisNexis 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 Accuity 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.
Accuity’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.
Accuity’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.
LexisNexis Risk Solutions also offers a service, Firco List Service, to manage, update and validate a financial institution’s specific selection of sanctions lists.
Since 2000, LexisNexis Risk Solutions 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.
Since 2000, LexisNexis Risk Solutions 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.
We are looking for a Support Analyst (English speaking) for our office in Dubai
ROLE:
- 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 Support Team Manager
KEY ACCOUNTABILITIES
- 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 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 RDBM
- Experience Unix (AIX, Solaris, Oracle) and MQSeries a plus
- Excellent problem solving and initiative skills
#LI-Hybrid
LexisNexis® Risk Solutions provides customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency.
LexisNexis, a division of RELX Group, is 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [email protected] or if you are based in the US you may also contact us on 1.855.833.5120.
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