Technical Service Representative

hace 2 días


San Francisco, Heredia, Costa Rica Experian A tiempo completo

Job Description

The Customer Support Tier 1 role at Experian involves providing exceptional software support and responding to routine and emergency support calls from clients and support staff.

Responsibilities

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


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