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Help Desk Support Specialist
hace 2 meses
We are seeking a highly skilled and experienced Help Desk Technician to join our team at Experian. As a Help Desk Technician, you will be responsible for providing top-notch technical support to our clients, resolving complex issues, and ensuring seamless customer experiences.
Key Responsibilities- Technical Support: Provide first and second-level technical support to clients, resolving issues and escalating complex problems to subject matter experts as needed.
- Client Communication: Communicate effectively with clients, providing clear and concise solutions to their technical issues.
- Problem Management: Thoroughly document and track client-reported issues using our current problem management application.
- On-Call Support: Provide after-hours on-call support, as scheduled or needed, to ensure continuous support to our clients.
- Peer Support: Provide limited second-level technical support to peers in resolving more challenging problems.
- Escalation Management: Directly handle escalated issues assigned to you by the department Manager, Supervisor, or Lead, including participation in conference calls with internal and external clients.
- Process Improvement: Make recommendations for process improvements and technology changes within the department.
- Training and Development: Assist with training or cross-training of newly hired technicians or existing technicians requiring additional training.
- Education: High School diploma or equivalent required.
- Experience: 1-2 years of call center experience.
- Technical Skills: Proficiency in PC, Internet, and troubleshooting skills, including knowledge of FTP, XML, JSON, and AD.
- Language Skills: Advanced English language skills, both verbal and written (85% or above).
- Schedule: Availability to work Tuesday to Saturday, 7am to 4pm, with Sundays and Mondays off.
As a Help Desk Technician at Experian, you will enjoy a comprehensive benefits package, including medical, life, and dental insurance, as well as opportunities for professional growth and development. Our unique culture celebrates individuality, and we prioritize work-life balance, diversity, equity, and inclusion. Join our team and be part of a dynamic and award-winning organization that values its people and strives for excellence in everything we do.
