[Hiring] Client Technical Support Agent @Experian

Role Description

As our Client Technical Support Agent, you will deliver software support to clients and respond promptly to both routine and emergency support requests, from clients and team members.

• Troubleshoot product and technical issues
• Assess severity and scope of issues, inquiries, and requests
• Communicate with clients by phone and email
• Log and manage all client-related issues in our Client Relationship Management (CRM) tool (Salesforce)
• Escalate complex issues to technical and product teams with complete and accurate information
• Manage customer and user configurations
• Educate and empower customers to maximize the use of products, tools, and services
• Stay current on all product and service updates
• Monitor system status and communicate issues internally and externally
• Initiate proactive customer communications
• Apply Knowledge-Centered Service (KCS) practices, including maintaining knowledge articles for internal and external use
• Document solutions in reusable articles to support future issue resolution
• Foster relationships between customers and the Experian brand through every interaction

Qualifications

• 2+ years' experience with research and reconciliation skills
• Bachelor's degree is beneficial
• 2+ years' experience in Healthcare IT, Healthcare technical support, or Healthcare SaaS industry
• Salesforce proficiency is beneficial

Benefits

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software.

We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland.