Service Desk Support Agent
Heredia, Heredia, Costa Rica
hace 6 días

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.

We work to help create seamless and positive experiences during life’s pivotal moments : applying for jobs or a mortgage, financing an education or buying a car.

Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees.

Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

The perks of being an Equifax employee?

We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24 / 7, life insurance, gym facilities, collaborative work spaces, free transportation and parking, subsidized cafeteria, solidarity association and organizational growth potential through our online learning platform with guided career tracks.

What you’ll do :

Provide expedient answering of phone calls, emails and chats as per established SLA and Leverage Runbooks and system knowledge to provide First Call Resolution for a portion of the reported incidents.

Provide an access point for our external customers to report any issues or problems they may experience with the applications and services provided by Equifax.

Provide support for internal equifax employees and contractors for system related issues impacting multiple users and Contact Center tools.

Provide internal Equifax teams with the means for investigating issues by opening incident tickets, providing incident bridge lines and chats, and paging / escalating to required teams to assist with the investigation of the issue.

Perform an initial analysis of the reported issue to assist with correlation of known incidents.

Qualifications :

Advanced spoken and written English Level (B2+ / C1)

Proven experience inTechnical Support (+1Year)

Ticket management systems experience (+1Year)

Excellent Customer service (+1year)

At least 1 year of Call center experience

Extra points for any of the following :

Avaya Cal System

PagerDuty Support Engagement and Alerting tool

Success attributes of an Equifax employee; does this describe you?


Think and act differently


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