A TSC Technician is expected to perform all of the dutiesand responsibilities, who :
Spends the required number of hours of onlinetime per day on the phones assisting clients.
Provides thorough first and second leveltechnical support to resolve client problems, and acts as the liaisonthroughout the problem resolution process between clients and subject matterexperts responsible for escalated problems.
Receive client requests for company products,services or other application assistance, identifies the source of the problem,determines the appropriate course of action to resolve the problem, using internaland external information sources and coaches the user through the resolutionprocess.
Following all departmental guidelines thoroughlydocuments and tracks all client reported issues using the current problemmanagement application.
Provides after-hours on call support, asscheduled and / or needed
Achieves at minimum a level 3 or above in theirKey Responsibility Area goals
Coordinates AT&T and / or VRU call routing andmessage fronting as needed
Provides limited second level technical supportto peers in resolving more challenging problems
Directly handles escalated issues assigned tothem by the department Manager, Supervisor, or Lead
Assists management with support-related tasksand participates in application beta-testing as needed.
Makes recommendations for process improvementsand technology changes within the department.
Assists with training and / or cross training ofnewly hired technicians, or existing technicians requiring or seekingadditional training
Assists the department Manager and / or Supervisorwith company projects or initiatives that have direct impact on the department
Bachelor’s degree or equivalent work experiencecombined with a technical school certification
Experience providing technical support via email
1 year in the technical support area and desired2 years in customer service
Strong PC, mainframe, Internet knowledge,problem solving, analytical, and customer service
Knowledge in FTP, XML, Internet browsers (internetexplorer and Firefox) Mainframe
Strong troubleshooting and analytical thinkingskills
Advanced English Language skills, both verbaland written
Experience as Expert matter agent for assignedproducts and / or applications, handling all responsibilities of that function asa plus
Experience with other positions working withCredit history, FCRA policies, or companies like Datum, Equifax, Sykes,Transunion is a plus.
Proven previous job stability, including maintaining long-term work relationships with former employers
Must be able to clear the company’s pre-employment screening
Experian is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner.