Technical Client Solutions Expert
hace 2 días
Company Overview
Experian is a global tech company and leader in data and analytics. We're passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society.
We're committed to helping economies and communities flourish through new technologies, talented people, and innovation. Our purpose is to create a better tomorrow.
Job Description
We're seeking a Technical Client Solutions Expert to act as a single point of contact for technical consulting and assist our Account/Project Managers, Product and Tech Support, and Engineers with new and ongoing technical communications for existing clients.
This includes communicating incident status to the account team and client, ensuring effective ownership, communication, coordination, and facilitation of service issues and production changes between the client, support teams, account team, and technical teams.
The ideal candidate will analyze and report on cases and tickets to spot reoccurring trends and provide recommendations to the client and/or technical teams for remediation.
Key Responsibilities
- Communicate P1/P2 incident status to account team and client.
- Ensure effective ownership, communication, coordination, and facilitation of service issues and production changes.
- Analyze and report on cases and tickets to spot reoccurring trends.
- Provide recommendations to the client and/or technical teams for remediation.
- Aggregate all non-incident client requests for changes to production and drive execution in alignment with contracts and client priorities.
- Help ensure that proper monitoring is in place at the platform and client-specific solution level.
- Participate in daily/weekly/monthly operational calls and status updates.
- Develop strategies to facilitate the continuous improvement of customer service.
Required Skills and Qualifications
To succeed in this role, you'll need:
- +4 years of technical client-facing experience.
- Strong knowledge of enterprise technology infrastructure, including various operating systems, servers, storage, and networking.
- Knowledge of enterprise server software, including Windows Server, Linux, and monitoring technologies.
- Knowledge of cloud computing concepts, software, and systems (networking, virtualization, VMware, Hyper-visors).
- Ability to query ad hoc data in various reporting platforms.
- Ability to navigate and troubleshoot in ticketing systems, bug submission, and other support systems.
- Ability to identify and submit product enhancement requests.
Benefits
As a Technical Client Solutions Expert, you'll enjoy a range of benefits, including:
- Medical, life, and dental insurance.
- International Share Save Plan.
- Flex Work.
- Work from home.
- Paid time off.
- Annual Performance Bonus.
- Education Reimbursement.
- Family Bonding.
- Bereavement Leave.
- Referral Program.
About Experian
Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters: DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on.
Our strong people-first approach is award-winning; Great Place To Work in 24 countries, FORTUNE Best Companies to work, and Glassdoor Best Places to Work (globally 4.4 Stars).
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