Technical Client Services Representative

hace 1 semana

San Francisco, Heredia, Costa Rica Experian A tiempo completo

Full-time

Employee Status: Regular

Role Type: Hybrid

Department: Customer Service

Schedule: Full Time

Shift: Night Shift

**Company Description**:
**About us, but we'll be brief**

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**.
Experian prioritizes our culture and look to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.
We have 23,000 people operating across 44 countries and every day we're investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.
- Our mission is to use data driven insights to simplify healthcare for all.
Simply put, we want to make the healthcare system work better for us as consumers and for those who work in healthcare.
Our ONE Experian Health culture is the centerpiece of making this happen.
Our aspiration is to bring people together who are driven by purpose and want to make a difference.
We strive to have a diverse group of people and minds who are:_
- **_ O_**_PEN: _**_Have a growth mindset and collaborate often with others to make things happen_
- **_ N_**_IMBLE: _**_Always embracing change and pushing the envelope on innovative ways to solve problems_
- **_ E_**_FFECTIVE: _**_Accountable to themselves and to others_

The Client Services Representative will provide outstanding client software support and respond to routine and emergency support calls from clients and support staff.
**Responsibilities**:

- Troubleshoot product and technical issues.
- Determine severity and scope analysis of issues, inquiries and requests.
- Manage all client related issues into Client Relationship Management tool (CRM) - Salesforce.
- Manage customer and user configurations.
- Educate and empower customers to maximize utilization of products, tools and services.
- Maintain proficient knowledge of all product and service changes.
- Monitor system status.
- Initiate proactive customer communications.
- Escalate complex issues to technical and product resources with the appropriate information to resolve the customer's inquiry.
- Document solutions and can be reused internally and externally.
- Use each interaction to build relationships between the customers and the Experian brand.
- Once trained, participate in overnight rotation from 12AM-7AM and 4PM-12AM

**Qualifications**:

- Bachelor's degree (preferred).
- Minimum of 2 years' experience in customer support/technical support and/or healthcare IT industry (preferred).
- Strong prioritization and planning skills.
- Excellent communication skills and ability to speak clearly with technical as well as non-technical clients.
- Emotional intelligence and empathetic propensity to read between the lines and understand what the customer is saying, and what they mean.
- Ability to remain calm and even keeled with frustrated customer.
- Flexibility to manage unforeseen situations outside of the agent's control.
- Patience to handle repetitive customer support issues.
- Organization skills necessary to prioritize and differentiate important tasks from urgent ones.
- Displays outstanding customer service attitude.
- Positive disposition that allow the agent to remain upbeat for the sake of the customer's overall impression regardless of the situation.
- Builds relationships: engage and establish trust/credibility with key stakeholders across all levels of the customer organization.
- Exhibits highly analytical, intensive research and reconciliation skills

**Additional Information**:
**Culture at Experian**

**Our uniqueness is that we truly value yours.
**

Experian's culture, people, and environments are key differentiators.
We take our people's agenda very seriously.
We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on
Our benefits include: Medical, life and dental insurance, Asociacion 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

Experian Careers - Creating a better tomorrow together
- 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

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