Technical Customer Support Analyst
hace 2 días
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**:
The Technical Customer Support Analyst provides quality, professional product support to Experian Data Quality (EDQ) customers that result in a high degree of Customer Satisfaction. This position includes assessing, documenting and resolving basic customer issues within an inbound contact center. Responds to routine inquiries of a technical nature and handles problem resolutions that may require follow-up and/or escalation to resources with a higher level of expertise. This team provides 24/7 support to EDQ clients. Specific areas of responsibility include:
Triage tickets and escalate to Tier II support as needed.
- Guides Customers to the use of self-help resources and documentation.
- Participates in the Knowledge Management process through creation and updating of documentation.
- Adheres to all Experian Data Quality Customer Support policies and procedures.
- Collaborates internally with Account Management and Technical Delivery teams.
- Cleaning customer data files by using EDQ tools.
- Performs other duties and responsibilities as assigned.
- **Working schedule: Sunday - Thursday, 7:00am - 4:00pm**
**Qualifications**:
- 2+ years of previous experience in a customer facing or customer service role.
- Being able to analyze/decode logs in different programming languages.
- Working knowledge in web services.
- Excellent English communication skills, both written and verbal.
- Bachelor’s degree or equivalent work experience preferred.
Proficient in Microsoft Office, Excel experience is a required.
- Proven previous job stability, including maintaining long-term work relationships with former employers.
- Must be able to clear the company’s pre-employment screening.
- Analytical and creative problem-solving skills.
- Customer focused and possess strong interpersonal and professional communication skills.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 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.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
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