Client Success Advocate

hace 2 semanas

San Francisco, Heredia, Costa Rica Experian A tiempo completo
Job Summary

We are seeking a highly skilled Client Success Advocate to join our team at Experian. As a key member of our client services team, you will be responsible for providing exceptional support to our clients, ensuring their software needs are met, and resolving any technical issues that may arise.

Key Responsibilities:

  • Troubleshoot product and technical issues to ensure seamless client experience.
  • Determine severity and scope analysis of issues, inquiries, and requests to provide timely and effective solutions.
  • Manage client-related issues in our Client Relationship Management tool (CRM) – Salesforce.
  • Educate and empower clients to maximize use of our products, tools, and services.
  • Maintain proficient knowledge of all product and service changes to provide expert support.
  • Monitor system status to prevent and resolve technical issues.
  • Initiate proactive customer communications to build strong relationships.
  • Escalate complex issues to technical and product resources with relevant information to resolve customer inquiries.
  • Document solutions for internal and external reuse.

Qualifications:

  • Bachelor's degree (preferred).
  • 2 years' experience in customer support/technical support and/or healthcare IT industry (Preferred).
  • Experience handling support requests from various channels.
  • Experience interpreting and responding to customer requests with technical and non-technical clients.
  • Empathetic propensity to understand customer pain points and validate issues.
  • Remain calm and composed with frustrated customers.
  • Flexibility to manage unforeseen situations outside of control.
  • Patience to handle repetitive customer support issues.
  • Experience organizing and prioritizing tasks to differentiate important from urgent ones.
  • Display outstanding customer service attitude.
  • Positive disposition to remain upbeat for customer impression.
  • Build relationships: engage and establish trust/credibility with important partners across all levels of the customer organization.
  • Experience inferring insights from customer data, intensive research, and reconciliation skills.

Additional Information:

This is a permanent home-based role in Costa Rica. No Visa sponsorship or relocation available.

Our benefits include: 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.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a successful, inclusive, and diverse team where people love their work and love working together. We believe that diversity, equity, and inclusion is important to our purpose of creating a better tomorrow. We value the uniqueness and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

Experian Careers - Creating a better tomorrow together

Find out what it's like to work for Experian by clicking here

#LI-REMOTE #LI-SA1

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