Client Technical Services Representative

Summary

Join Experian as a Technical Client Services Representative and provide exceptional software support to clients. You will troubleshoot technical issues, manage client interactions using Salesforce, and educate clients on product usage. This home-based role in Costa Rica requires strong customer service skills and the ability to handle various support channels. You will need experience in customer or technical support, and a Bachelor's degree is preferred. Experian offers a comprehensive benefits package including medical, life, and dental insurance, paid time off, performance bonuses, and more.

Requirements

• Experience handling support requests from a variety of different channels
• Experience interpreting and responding to customer requests with technical and non-technical clients
• Experience digging into customers' pain points, empathizing with them and validating the issues they're facing and empathetic propensity to read between the lines and understand what the customer is saying, and what they mean
• Remain calm and even keeled with frustrated customer
• Flexibility to manage unforeseen situations outside of the agent's control
• Patience to handle repetitive customer support issues
• Experience organizing and prioritizing your own tasks, necessary to prioritize and differentiate important tasks from urgent ones
• Display outstanding customer service attitude
• Positive disposition that allow the agent to remain upbeat for the sake of the customer's overall impression regardless of the situation
• Build relationships: engage and establish trust/credibility with important partners across all levels of the customer organization
• Experience inferring insights from customer data, intensive research and reconciliation skills

Responsibilities

• Troubleshoot product and technical issues
• Determine severity and scope analysis of issues, inquiries and requests
• Experience assisting customers through chat and email
• Manage all client related issues into Client Relationship Management tool (CRM) – Salesforce
• Manage customer and user configurations
• Educate and empower customers to maximize use of products, tools and services
• Maintain proficient knowledge of all product and service changes
• Monitor system status
• Initiate proactive customer communications
• Escalate complex issues to technical and product resources with the appropriate information to resolve the customer's inquiry
• Document solutions and can be reused internally and externally
• Use each interaction to build relationships between the customers and the Experian brand

Preferred Qualifications

• Bachelor's degree
• 2 years' experience in customer support/technical support and/or healthcare IT industry

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