Client Technical Specialist

Summary

Join Experian as a Technical Client Services Representative and provide exceptional software support to clients, addressing routine and emergency support calls. You will implement and support our Bad Plan Code Detection product, ensuring accurate patient insurance plan registration. This role requires a strong understanding of US health insurance eligibility and data analysis, utilizing analytical skills and logical expressions to evaluate data and code client-specific rules. The position is permanent and home-based in Costa Rica; no visa sponsorship or relocation is offered. Experian offers a comprehensive benefits package.

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