Senior Help Desk Technician

hace 4 días

Heredia, Costa Rica Experian A tiempo completo

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

**Job Description**:

- Provides after-hours on call support, as scheduled and/or needed.
- Provides limited second level technical support to peers in resolving more challenging problems.
- Directly handles escalated issues assigned to them by the department Manager, Supervisor, or Lead including participation in conference calls with internal and external clients.
- Makes recommendations for process improvements and technology changes within the department.
- Must be receptive to feedback and continues improvement.
- Desirable experience working with high profile clients.
- Responsible for training of newly hired technicians, existing technicians requiring or seeking additional training.
- Responds to moderately complex questions and assists Help Desk technician and direct customers.
- Update & maintain internal knowledge base system.
- Use advanced troubleshooting techniques and systems to properly diagnose client’s problems.

**Qualifications**:

- High School completed.
- Minimum of 2 - 3 years’ experience in call center technical support positions, 1-2 years’ experience in Senior or SME positions is a plus.
- Problem solving, analytical skills.
- Ability to work independently with mínimal supervision.
- Must be able to work effectively & communicate in a team environment.
- Strong analytical skills, problem solving
- Advanced English Language skills, both verbal and written. (85% or above)
- Proven previous job stability, including maintaining long-term work relationships with former employers.
- Must be able to clear the company’s pre-employment screening.
- Sound experience using communication tools such as MS teams and Slack channels etc.
- ITIL sound experience as a plus.
- Interpersonal skills to interact with customers and team members.
- Sound experience with monitoring systems such as Dynatrace, or Splunk.
- Training experience/formation is desirable.
- Willing to work during weekends.

Additional Information

Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here
- Experian is proud to be an Equal Opportunity and Affirmative Action employer_. _We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we’ve helped people and economies flourish - and we’re not done.

We take our people’s agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. See our DEI work in action

The power of YOU. We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment.

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