Help Desk Technician

Summary

Join Experian as a Senior Analyst and support clients in utilizing Experian products, while fostering exceptional client experiences among your peers. You will tackle technical challenges, assist leadership with administrative tasks, and serve as an escalation point for the Level 1 analyst team. Contribute to developing technical knowledge resources and build a strong network within Experian's FSD to reduce silos and ensure management visibility into potential escalations. This role involves managing a caseload of complex technical support tickets, participating in onboarding and training, and improving the team's processes through data analysis and mentorship. You will also play a key role in enhancing the Quality Assurance process and identifying areas for improvement.

Requirements

• High School diploma
• Minimum of 3+ years of experience, 2 years in the technical support area
• PC, Internet knowledge (internet explorer, Firefox, and Chrome), troubleshooting supporting by phone and email, (FTP, XML, Json)

Responsibilities

• Be a primary escalation liaison, ensuring that cases managed by other Experian teams are promptly updated and resolved
• Manage an individual case load of complex technical support tickets
• Be a first line of assistance for Tier I agents for complex issues
• Participate in the onboarding process design and technical training for new analysts and new products
• Adopt and promote the TSC documentation process
• Identify areas of improvement for the team and participating in the design and implementation of necessary action plans
• Manage communication with all partners and promptly
• Accomplish and improve the Quality Assurance process, including providing feedback to peers
• Mentor Tier I analysts on an individual basis and identifying and addressing technical knowledge gaps
• Support data analysis for trends detection and proves improvement recommendations

Benefits

• Medical, life and dental insurance
• Asociacion Solidarista
• International Share Save Plan
• Flex Work/Work from home
• Paid time off
• Annual Performance Bonus
• Education Reimbursement
• Family Bonding
• Bereavement Leave
• Referral Program