Client Technical Specialist

Summary

Join Experian as a Technical Client Services Representative and provide exceptional software support to clients and staff. You will handle routine and emergency support calls, implement and support our Bad Plan Code Detection product, and ensure patients are registered with the correct insurance plan. This role requires strong analytical skills and the ability to craft logical expressions to evaluate data and code client-specific rules. You will manage client issues in Salesforce, educate customers on product usage, and maintain knowledge of product and service changes. The position is permanent, home-based in Costa Rica, and offers various benefits.

Requirements

• Bachelor's degree (preferred)
• 2 years' experience in customer support/technical support and/or healthcare IT industry (Preferred)
• Strong analytical skills
• Familiarity with Boolean logical expressions
• Experience handling support requests from a variety of different channels
• Experience interpreting and responding to customer requests with technical and non-technical clients

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

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