Job details
Job type full-time
Full job description
Position overview
As a technical support analyst , you will:
Respond 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.
Validate defect corrections and work in collaboration with the accuity support team level 3 and product management teams.
Maintains high levels of professionalism in dealing with customers.
Assists professional services consultants with technical questions during implementation.
Required skills
1+ years of relevant technical experinece required, preferably application support, customer service, software development and/or implementation services
Client-focused with excellent communication skills
High school diploma required, bachelor`s degree preferred
Experience with primary messaging formats (swift, chips, fedwire, sic) nice to have
About us
Accuity, a lexisnexis risk solutions company , is the recognized market leader of watch list filtering solutions for financial institutions and corporationsOver 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 complianceFircosoft 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.accuity.com
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 lawIf 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 accommodations@relx.com or if you are based in the us you may also contact us on 1.855.833.5120.
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