Technical Support Professional

hace 2 días


San Francisco, Heredia, Costa Rica Experian A tiempo completo

Unlock the Power of Data with Experian

We are a global tech leader in data and analytics, unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. With 22k amazing employees in 30+ countries, we invest in the future through new technologies, talented people, and innovation.

Key Responsibilities:

  • Manage a complex technical support case load with efficiency and accuracy.
  • Provide first-line assistance for Tier I Analysts, empowering them to resolve issues effectively.
  • Participate in onboarding process design and technical training to enhance team knowledge.
  • Adept the Knowledge Centered Service (KCS) framework, motivating team members to adopt best practices.
  • Identify areas for improvement and implement action plans to optimize processes.
  • Manage communication with internal and external stakeholders, ensuring seamless collaboration.
  • Execute and improve Quality Assurance process, driving excellence in every aspect.
  • Mentor Tier I analysts, addressing technical knowledge gaps and promoting growth.

Requirements:

  • 3-5 years of desktop support, help desk, or IT-related support experience, showcasing expertise.
  • English Level B2, facilitating effective communication.
  • BA degree or equivalent, demonstrating academic achievement.
  • At least 2 years of EDQ product experience, highlighting relevant skills.
  • Strong communication and interpersonal skills, essential for success.
  • Microsoft Office proficiency, streamlining tasks and workflows.
  • Analytical skills, enabling data-driven decision making.


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