Commercial Support Specialist
hace 7 días
**About the Role**
We are seeking a Commercial Support Specialist to join our team in Costa Rica. As a Client Services Associate II – Tier 2, you will provide general support for all Reseller and Public Sector clients, focusing on sales and client support duties.
Main Responsibilities:
- Customize setups for Reseller and Public Sector clients, including subcode creation and/or pricing implementation
- Manage High Touch Reseller Assignments, ensuring a positive support relationship
- Support U.S. Government accounts, providing expertise and guidance as needed
- Diagnose, research, and resolve problems related to specific requests, technical support, billing, account maintenance, subcode maintenance, data issues, product descriptions, and pricing
- Aid clients or sales with setup or billing inquiries, ensuring timely resolutions
- Handle client escalations from calls, emails, or surveys, maintaining a professional demeanor at all times
- Maintain and update critical account and pricing tables, ensuring accuracy and completeness
- Educate customers on new and existing products, policies, and procedures, promoting a positive customer experience
- Attend Sales/Client meetings, providing expert insights and recommendations
- Assist with special projects, working collaboratively with cross-functional teams
- Submit requests to Commercial Relations file and data research, leveraging company resources effectively
- Aid with complex Government account user onboarding, ensuring seamless transitions
- Participate in annual audits of Client Care procedures and job aids, driving process improvements
- May lead training and/or demonstrations for specific products or client responsibilities, showcasing expertise and knowledge
- Help with more complex product implementations (ie: API, FusionIQ, DecisionIQ), supporting business growth initiatives
- Assist with special projects (one time or ongoing), demonstrating adaptability and flexibility
- Ensure access to MyExperian Portal, facilitating efficient support and resolution
- Coordinate and prioritize support efforts between multiple Experian departments (ie: API Support, Ask Tech, etc), promoting collaboration and synergy
General Responsibilities:
- Subcode maintenance, ensuring accuracy and completeness
- Knowledge of Consumer and/or Commercial products and services, providing expert insights and recommendations
- Use Salesforce to engage Support assistance and to track and log all activities relevant to customer, leveraging technology effectively
Qualifications:
- English test 70 or higher (prefer 72+), demonstrating language proficiency
- 2+ years of experience, knowledge of Excel (can maintain complex spreadsheets) or access, good organization and strong communication skills
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