Customer Support Analyst

hace 1 semana


San Francisco, Heredia, Costa Rica Experian A tiempo completo
Overview

We are seeking a highly skilled Customer Support Analyst to join our team at Experian, the world's leading global information services company. Our vision is to create a better tomorrow for consumers, businesses, and society by unlocking the power of data.

About the Role

This role involves providing exceptional client software support and responding to routine and emergency support calls from clients and support staff. You will be responsible for troubleshooting product and technical issues, determining severity and scope analysis, and managing all client-related issues in our Client Relationship Management tool (CRM) - Salesforce.

Key Responsibilities
  1. Troubleshoot product and technical issues
  2. Determine severity and scope analysis of issues, inquiries, and requests
  3. Manage all client-related issues into Client Relationship Management tool (CRM) - Salesforce
  4. Manage customer and user configurations
  5. Educate and empower customers to maximize utilization of products, tools, and services
  6. Maintain proficient knowledge of all product and service changes
  7. Monitor system status
  8. Initiate proactive customer communications
  9. Escalate complex issues to technical and product resources with the appropriate information to resolve the customer's inquiry
Requirements

To succeed in this role, you will need:

  • 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
  • Displays outstanding customer service attitude
  • Positive disposition that allows the agent to remain upbeat for the sake of the customer's overall impression regardless of the situation


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