Customer Support Specialist

hace 19 horas

San Francisco, Heredia, Costa Rica Experian A tiempo completo

**About Us**

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. Our mission is to help organizations make informed decisions, improve their customer relationships and drive growth.

We are proud to be recognized as one of the 100 Best Companies to work for by FORTUNE and named in the 100 'World's Most Innovative Companies' by Forbes Magazine for five consecutive years. We have also been certified as a Great Place To Work (GPTW) for three years running.

Our Experian Consumer Information Services team is redefining the way our clients do business within all aspects of the customer credit lifecycle. Using best-in-class data and innovative technology, we help businesses make smarter decisions, identify consumers, manage risks and collect payments.

**Job Summary**

The Customer Support Specialist will provide exceptional client software support and respond to routine and emergency support calls from clients and support staff. This role requires a strong understanding of product and technical issues, excellent communication skills and the ability to remain calm under pressure.

**Key Responsibilities**

  • Troubleshoot product and technical issues to ensure timely resolution
  • 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 to ensure seamless system performance
  • Educate and empower customers to maximize utilization of products, tools and services
  • Maintain proficient knowledge of all product and service changes
  • Monitor system status and initiate proactive customer communications
  • Escalate complex issues to technical and product resources with the appropriate information to resolve the customer's inquiry
  • Document solutions that can be reused internally and externally
  • Use each interaction to build relationships between customers and the Experian brand

**Requirements**

To succeed in this role, you will need:

  • Strong prioritization and planning skills
  • Excellent communication skills and ability to speak clearly with technical and 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 your control
  • Patience to handle repetitive customer support issues
  • Organization skills necessary to prioritize and differentiate important tasks from urgent ones
  • A positive disposition that allows you to remain upbeat for the sake of the customer's overall impression regardless of the situation
  • Built-in analytical, intensive research and reconciliation skills
  • Bachelor's degree (preferred)
  • Minimum of 2 years' experience in healthcare IT industry (preferred)

**What We Offer**

We offer a comprehensive benefits package, including 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.

We are an Equal Opportunity and Affirmative Action employer, committed to creating a thriving, inclusive and diverse team where people love their work and love working together. We value the uniqueness of every individual 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.

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