Technical Service Representative
hace 2 días
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
- 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
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