Technical Client Support Specialist
hace 1 mes
About Us
At Experian, we're committed to using data-driven insights to simplify healthcare for all. Our mission is to make the healthcare system work better for consumers and those who work in healthcare.
We're looking for a highly skilled Technical Client Support Specialist to join our team. As a key member of our client services team, you'll provide outstanding software support and respond to routine and emergency support calls from clients and support staff.
Key Responsibilities:
- Troubleshoot product and technical issues
- Determine severity and scope analysis of issues, inquiries, and requests
- Manage all client-related issues into our 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 make them reusable internally and externally
- Use each interaction to build relationships between customers and the Experian brand
Requirements:
- Bachelor's degree (preferred)
- Minimum of 2 years' experience in customer support/technical support and/or healthcare IT industry (preferred)
- Strong prioritization and planning skills
- Excellent communication skills and ability to speak clearly with technical as well as non-technical clients
- Emotional intelligence and empathetic propensity to read between the lines and understand what the customer is saying and what they mean
- Ability to remain calm and even keeled with frustrated customers
- Flexibility to manage unforeseen situations outside of the agent's control
- Patience to handle repetitive customer support issues
- Organization skills necessary to prioritize and differentiate important tasks from urgent ones
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