Support Readiness Coordinator

hace 4 semanas

San Francisco, Heredia, Costa Rica Experian A tiempo completo

**About Experian**

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society.

We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years, we've been named in the **100 World's Most Innovative Companies by Forbes Magazine**.

**Job Description**:

**Support Readiness Coordinator**

**Location: Hybrid**

The Support Readiness Coordinator is responsible for the execution and implementation of client commitments related to Call-Center and overall Incident Response Campaign Customer Support. This person thrives in an ever-changing, fast-growing environment.

**Key Responsibilities**:

• First Call-Center Customer Support point of contact for Client Engagement Managers when a client experiences a breach
- Ensure all Call-Center Customer Support materials are delivered on time and error-free to all appropriate teams
- Respond to urgent customer support events and deadlines with a level head, establish a high level of organization to keep all parties focused and coordinated
- Daily collaboration with Business Operations, Client Engagement Managers, and other internal teams during implementation of breach response
- Document and collaborate on best practices to respond to client needs and implementing client breach responses
- Support Client Services as needed to deliver services within the Reserved Response program with quality, accuracy, and high customer satisfaction.
- Work directly with the Incident Response Team and client to finalize all Customer Support deliverables for an incident
- Work closely with the Reporting Team to deliver call-center and client escalation reports to client
- Estimate and monitor timelines and other resource requirements and take action when significant deviations occur
- Prepare and maintain project plans and track activities against the plan
- Build and maintain a high-performing implementation team that achieves results
- Serve as an escalation point for implementation issues
- Facilitate the continuous improvement of Customer Support implementation methodology
- Develop and mentor implementation resources to deliver the best quality implementation services
- Manage high-level client escalations
- Understand operational capabilities of our Incident Response organization
- Consult and prepare the client to take necessary steps to respond to an incident
- Utilize lessons learned from each client engagement to improve service delivery
- Manage and track all breach implementation activities including kickoff calls, issues management, change management, and reporting.
- Collaborate with the Customer Services and Support department to address and resolve customer issues and continuous improvement of breach implementation

**Requirements**:

• Strong call center and customer focus
- Professional demeanor, business maturity, and confidence and ability to present to top-ranked attorneys and C-level executives with enterprise corporations
- Comfortable making decisions and providing clear and authoritative direction
- Problem-solving, decision-making, follow-through, and resolution
- Strong Communication skills both verbal and written
- Managing and improving processes
- Ability to work cross-functionally to drive business results across multiple organizations
- Ability and experience operating confidently in an emergency response environment with flexibility and strong execution
- Self-motivator with high energy who enjoys working both collaboratively and autonomously
- Strong oral and written communication skills as well as presentation skills
- Ability to prioritize tasks and keen attention to detail
- Ability to work outside of the confines of traditional work day and work week is required
- Must be proficient with MS Office, MS Excel, MS Outlook
- Familiarity with web technologies and Salesforce a plus
- Professional demeanor, business maturity, and confidence with the ability to facilitate meetings and present to executives and cross-functional departments.
- Ability to work outside of the confines of a traditional work day and work week is required

**Education-Experience**:

Understanding of Contact Center operations
- BS-BA degree or equivalent experience preferred

**Work Environment**:

Call center work environment
- Classroom setting

**Perks**:

Experian employees are hybrid

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