Senior Technical Support Manager (Mandarin speaking)

Do you have expertise in providing technical and product support to APAC customers?

Will you be interested to join a Global Leader in Financial Crime and Fraud Solutions?

About the team

LexisNexis Risk Solutions is part of the RELX Group. While we have been providing solutions to banks and businesses worldwide, LNRS sets the global standard for payment efficiency, compliance and financial counterparty solutions. Currently LNRS' suites of applications are used in over 3000 companies worldwide and growing.

About the role

In addition, the position requires the Senior Technical Support Manager to support various watch list screening and reference tools as well as data files designed to help institutions improve payments processing efficiency and compliance.

This role provides clients with a technical resource when working through a range of issues within the existing Java based, both client-side installed and LNRS hosted product set. The Senior Technical Support Manager brings a client-focused approach with a good understanding of how Product Support plays a key role with regards to winning and retaining new business.

This is a role suited to an experienced Product Support professional who has a strong functional and technical background, sense of empathy, the ability to communicate effectively and good client skills.

• Provide technical support for LNRS payment efficiency, compliance and financial counterparty solutions, hosted by LNRS, or installed behind our clients’ firewalls, across the entire client portfolio
• Interact with technical team members of the client staff
• Liaise with LNRS Software Engineering and Professional Services team members while trouble shooting complex, escalated client issues
• Provide post-sales support for clients and prospects to help support the sales operation
• Acts as an escalation point of customer issues
• Acts as a resource for colleagues with less experience
• Use appropriate software tools to diagnose proper resolution of customer questions and problems
• Manage and develop procedures to ensure quality support for all LNRS products

• Strong interest in understanding regulation compliance solutions for banking and trade
• Has a passion for application support
• Experience working with and understanding of web services
• Experience at understanding of web and network protocols
• In-depth understanding and experience of java programming and applications
• Experience working directly with external clients in a support capacity
• Detail-oriented, excellent troubleshooting and problem solving skills
• Excellent written and verbal communication skills in both English and Mandarin
• Experience of working with Java applications hosted on IBM WebSphere and Apache Tomcat
• Experience with relational database management systems (Oracle, SQL Server, etc.)
• Experience understanding and analyzing application and web application server logs
• Strong client focused approach to work
• Proven ability to work independently
• Ability to meet deadlines while working under pressure
• Bachelor’s degree in a technical field (i.e. CS, MIS) or at least 3 years professional experience in a technical product support role
• Fluency in verbal and written Mandarin to work with Mandarin speaking clients

• Experience in financial services, compliance, AML (Anti-Money Laundering) is a definite plus
• Experience and understanding of incident management platform, such as Salesforce.com
• Experience with Linux shell scripting, Microsoft PowerShell scripting
• Experience with programming (Java, VB, C++, C#, Python, etc.)
• Experience in Linux/UNIX
• Experience in cloud platforms (Azure, AWS, private cloud, etc.)
• Proficiency in MS Office
• Process improvement / refinement experience

Learn more about the LexisNexis Risk team and how we work here