Remote Technical Client Services Expert

hace 7 días

San Francisco, Heredia, Costa Rica Experian A tiempo completo
About the Role

We are seeking a highly skilled and experienced Technical Client Services Expert to join our team in Costa Rica. As a key member of our client services team, you will be responsible for providing exceptional software support to our clients and internal teams.

Key Responsibilities
  • Troubleshoot complex technical issues and provide timely resolutions to ensure minimal disruption to our clients.
  • Determine the severity and scope of issues, inquiries, and requests, and manage all client-related matters through our CRM system, Salesforce.
  • Manage customer and user configurations, ensuring seamless integration with our products and services.
  • Educate and empower customers to maximize utilization of our products, tools, and services, driving customer satisfaction and retention.
  • Maintain proficient knowledge of all product and service changes, staying up-to-date on industry developments and emerging trends.
  • Monitor system status, identifying potential issues before they impact our clients.
  • Initiate proactive customer communications, building strong relationships and fostering trust.
  • Escalate complex issues to technical and product resources, ensuring timely resolution and continuous improvement.
  • Document solutions and best practices, sharing knowledge across teams to drive consistency and excellence.
Requirements
  • Bachelor's degree (preferred) or equivalent experience in customer support, technical support, or a related field.
  • Minimum 2 years' experience in customer-facing roles, preferably in healthcare IT or a related industry.
  • Strong prioritization and planning skills, with excellent communication and interpersonal abilities.
  • Emotional intelligence and empathetic propensity to understand customer needs and concerns.
  • Ability to remain calm under pressure, handling frustrated customers with professionalism and poise.
  • Flexibility to manage unforeseen situations, adapting to changing priorities and deadlines.
  • Patience and organization skills, prioritizing tasks and differentiating between important and urgent responsibilities.
  • Displays outstanding customer service attitude, positively impacting customer experiences and loyalty.
About Experian

Experian is a global leader in data-driven insights, committed to simplifying healthcare for all. Our ONE Experian Health culture values diversity, equity, and inclusion, striving to create a thriving, inclusive, and diverse team where everyone can thrive.

We offer a range of benefits, including 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.

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