Senior Technical Support Specialist

hace 1 semana


San Francisco, Heredia, Costa Rica Experian A tiempo completo

**Unlock the Power of Data**

At Experian, we're passionate about transforming lives and creating opportunities for consumers, businesses, and society. As a Senior Technical Support Specialist, you'll play a critical role in delivering exceptional customer experiences and driving business growth.

**Key Responsibilities:**

  • Manage a complex case load of technical support tickets
  • Act as a first line of assistance for Tier I Analysts on complex issues
  • Participate in onboarding process design and technical training for new analysts and products
  • Adopt Knowledge Centered Service (KCS) framework and champion its adoption within the team
  • Identify areas of improvement and participate in action plan design and implementation
  • Run daily case review stand-ups and manage communication with internal and external stakeholders
  • Execute and improve Quality Assurance processes, including providing feedback to peers
  • Mentor Tier I analysts and address technical knowledge gaps

**Requirements:**

  • 3-5 years of desktop support, help desk, or IT-related support experience
  • English Level B2
  • BA degree or equivalent
  • At least 2 years of EDQ product experience
  • Strong communication and interpersonal skills
  • Microsoft Office proficiency
  • Analytical skills
  • Lean Six Sigma experience and interest in pursuing a Yellow Belt Certification
  • Experience in working with Salesforce and NICE CXOne
  • Familiarity with KCS principles

**Join a Culture of Excellence**

Experian is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate diversity and inclusion, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability, or age.



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