Client Support Desk

hace 2 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**.

**Job Description**:
Client Success Architect works directly with customers, sales, and internal groups to manage Targeting support desk requests. Assesses customer needs, communicates with internal teams to complete the needed requests and close tickets in a timely fashion with satisfactory resolutions. Responsible for managing the tickets in full, foresee challenges, clarify customer needs, and provide status.

**Major Job Functions**
- Set up new ST accounts, Billing needs, prioritize steps when necessary, and monitor entire ticket resolution. Consult with internal groups when needed to ensure complete ticket resolution.
- Primary contact point for customer both internal and external on entered tickets, as well as consultation to incorporate needed solutions
- Assist management when necessary for specific role or ticket questions or issues.
- Identifies opportunities to improve existing methodology, drafts a plan, reviews with Management, follows through on execution, and departmental rollout.
- Demonstrate ability to shift from one ticket to another, diagnose problem, identify necessary improvements, execute the resolution, and move to the next ticket. Interpret ticket specifications and utilize the most effective approach to produce the desired results accurately and efficiently.
- Promote teamwork by assisting team members and other teams as time permits.
- Collaborates directly with other internal groups to successfully resolve the ticket to the client’s satisfaction. Owning the ticket from inception to resolution.
- Sets up, configures, executes, and monitors for accuracy and completeness of all assigned tickets.
- Manages time appropriately to ensure correct prioritization of client needs and tracks metrics for resolved tickets.
- Monitors and reports ticket progress and fully communicates status with team members and end users within client expectations.
- Interpret ticket specifications and utilize the most effective approach to produce the desired results accurately and efficiently.
- Analyze tools, procedures, systems, making recommendations for new technology. Especially in the File Transfer, API connection, and Targeting Billing arena. Learn and understand new platforms to transition into new technologies.

**Qualifications**:

- Minimum 2 years’ experience in Marketing or with Agency preferred.
- Technical Bachelor’s degree or Marketing degree in progress or complete.
- Strong PC skills in MS Office.
- Experience in Smart Automation Technologies (RPA, RDA, Chatbot, Power Apps, etc.) Preferred
- Strong attention to detail and organizational skills.
- Excellent problem solving and analytical skills.
- Ability to work independently.
- Ability to communicate fluently in English.
- Basic project management skills.
- Excellent multitasking capabilities.
- Strong customer service skills
- Detail oriented

Additional Information
- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is _**_The Power of YOU_**_ _and it ensures that we live what we believe. _ll your information will be kept confidential according to EEO guidelines.

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Experian Careers - Creating a better tomorrow together

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- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is _**_The Power of YOU_**_ and it ensures that we live what we believe._

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