The Technical Customer Support Analyst provides quality, professional product support to Experian Data Quality (EDQ) customers that result in a high degree of Customer Satisfaction.
This position includes assessing, documenting and resolving basic customer issues within an inbound contact center. Responds to routine inquiries of a technical nature and handles problem resolutions that may require follow-
up and / or escalation to resources with a higher level of expertise. This team provides 24 / 7 support to EDQ clients. Specific areas of responsibility include :
Respond to inbound requests for support (phone, e-mail, and portal)
Triage tickets and escalate to Tier II support in the US as needed
Guides Customers to the use of self-help resources and documentation
Participates in the Knowledge Management process through creation and updating of documentation
Adheres to all Experian Data Quality Customer Support policies and procedures
Collaborates internally with Account Management and Technical Delivery teams
Cleaning customer data files by using EDQ tools
Performs other duties and responsibilities as assigned.
Working schedule : Monday to Friday, 6am-3pm / 7am-4pm*
Minimum Requirements include :
2+ years of previous experience in a technical support role
Excellent English communication skills, both written and verbal
Bachelor’s degree or equivalent work experience preferred
Proficient in using Salesforce.com preferred
Proficient in Microsoft Office
Experience with Excel
Proven previous job stability, including maintaining long-term work relationships with former employers
Must be able to clear the company’s pre-employment screening
The ideal candidate will be an analytical and creative problem solver. They will also be customer focused and possess strong interpersonal and professional communication skills.
The successful candidate will be curious by nature, and have the ability to understand and articulate technical concepts and derive solutions.
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