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Customer Support Tier 1

hace 3 semanas

Heredia, Costa Rica Experian A tiempo completo

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

**Job Description**:
The Customer Support Tier 1 will provide outstanding client software support and respond to routine and emergency support calls from clients and support staff.

**Responsibilities**:

- Troubleshoot product and technical issues
- Determine severity and scope analysis of issues, inquiries and requests.
- Manage all client related issues into Client Relationship Management tool (CRM) - Salesforce
- Manage customer and user configurations
- Educate and empower customers to maximize utilization of products, tools and services
- Maintain proficient knowledge of all product and service changes
- Monitor system status.
- Initiate proactive customer communications
- Escalate complex issues to technical and product resources with the appropriate information to resolve the customer’s inquiry
- Document solutions and can be reused internally and externally
- Use each interaction to build relationships between the customers and the Experian brand
- Once trained, participate in overnight rotation from 11pm-6am CT

**Qualifications**:

- 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 customer.
- 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 allow the agent to remain upbeat for the sake of the customer’s overall impression regardless of the situation.
- Builds relationships: engage and establish trust/credibility with key stakeholders across all levels of the customer organization
- Exhibits highly analytical, intensive research and reconciliation skills
- Bachelor’s degree (preferred)
- Minimum of 2 years’ experience in healthcare IT industry (preferred)

Additional Information

Our benefits include: 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.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. 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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Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here
- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. 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._