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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