What are the responsibilities and job description for the Technical Account Manager position at LexisNexis Risk Solutions?
About The Business
Fircosoft, part of LexisNexis Risk Solutions, delivers world-class financial crime compliance solutions that help organizations detect, prevent, and manage risks effectively. Our technology supports financial institutions globally in maintaining compliance and ensuring secure, efficient operations.
About The Role
The Firco Insight Support Analyst provides front-line support to customers, ensuring timely and effective resolution of technical issues. This role requires strong communication, analytical thinking, and technical expertise to troubleshoot, reproduce, and escalate product issues when necessary. You’ll play a key role in maintaining customer satisfaction by managing cases efficiently and ensuring consistent, high-quality service delivery.
About The Team
You’ll join the Fircosoft Americas Support Team, working closely with account managers, software engineers, and product managers to deliver excellent customer support and continuous product improvement. The team values collaboration, problem-solving, and innovation in service delivery. The role reports directly to the Fircosoft Americas Support Team Manager.
Responsibilities
Fircosoft, part of LexisNexis Risk Solutions, delivers world-class financial crime compliance solutions that help organizations detect, prevent, and manage risks effectively. Our technology supports financial institutions globally in maintaining compliance and ensuring secure, efficient operations.
About The Role
The Firco Insight Support Analyst provides front-line support to customers, ensuring timely and effective resolution of technical issues. This role requires strong communication, analytical thinking, and technical expertise to troubleshoot, reproduce, and escalate product issues when necessary. You’ll play a key role in maintaining customer satisfaction by managing cases efficiently and ensuring consistent, high-quality service delivery.
About The Team
You’ll join the Fircosoft Americas Support Team, working closely with account managers, software engineers, and product managers to deliver excellent customer support and continuous product improvement. The team values collaboration, problem-solving, and innovation in service delivery. The role reports directly to the Fircosoft Americas Support Team Manager.
Responsibilities
- Respond to and log all incoming support calls and emails from customers in line with agreed service levels.
- Manage support cases end-to-end, maintaining clear and proactive communication with customers.
- Reproduce, document, and escalate product defects to software engineering and product management teams.
- Conduct in-depth technical research to diagnose and resolve complex product issues.
- Provide regular reporting on support activity to identify product improvement opportunities.
- Collaborate with account managers and professional services teams during product implementation.
- Contribute ideas for improving support processes, tools, and documentation.
- Maintain a high level of professionalism and customer focus at all times.
- University degree in Computer Science or a related discipline (preferred).
- Proven experience in Application Support, Customer Service, or software implementation.
- Strong communication skills, both written and verbal (English required).
- Solid understanding of web applications and relational databases (SQL preferred).
- Experience with Atlassian Jira and Confluence (preferred).
- Excellent problem-solving abilities with strong initiative and attention to detail.
- Curious, organized, and able to prioritize tasks effectively.
- Self-motivated and able to work independently as well as in a team environment.
- Committed to providing outstanding client support and maintaining service excellence.
