Client Services Associate II

Summary

Join Experian, a global data and technology company, as a home-based Customer Support Representative in Costa Rica. You will manage high-touch reseller relationships, support U.S. Government accounts, and resolve client issues related to technical support, billing, and account maintenance. Responsibilities include customized setups, client education, and participation in audits. You will utilize Salesforce for tracking activities and collaborate with multiple Experian departments. This permanent role offers excellent benefits, including medical, life, and dental insurance, paid time off, and a performance bonus.

Requirements

• 2+ years of experience
• Knowledge of Excel (can maintain complex spreadsheets)
• Good organization and strong communication skills
• Access

Responsibilities

• Customized set ups (subcode creation and/or pricing implementation)
• High Touch Reseller Assignments managing entire support relationship
• Support of U.S. Government accounts
• Diagnoses, resolves problems related to but not limited to: o specific requests o technical support o billing o account maintenance o subcode maintenance o data issues o product descriptions o pricing
• Aid clients or sales with set up or billing inquiries
• Handle client escalations from calls/emails/surveys
• Maintain and update critical account and pricing tables
• Educate customers on our products, policies and procedures
• Attend Sales/Client meetings
• Assist with special projects
• Submit request to Commercial Relations file and data research as needed
• Aid with complex Government account user onboarding
• Participate in annual audit of Client Care procedures and job aids
• May lead training and/or demonstrations for specific products or client responsibilities
• Help with more complex product implementations (ie: API, FusionIQ, DecisionIQ)
• Help with special projects (one time or ongoing)
• Help import and portfolio management processes
• Ensure access to BusinessIQ Alerts
• Ensure access to MyExperian Portal
• Coordinate support efforts between multiple Experian departments (ie: API Support, Ask Tech, etc)
• Subcode maintenance
• Use Salesforce to engage Support assistance
• Use Salesforce to track and log all activities relevant to customer

Benefits

• 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