Help Desk Technician

Summary

Join Experian, a global leader in data and technology, as a technical support specialist. You will provide first and second-level technical support to clients, resolving their issues and acting as a liaison between clients and subject matter experts. Responsibilities include handling client requests, identifying problem sources, and guiding users through resolution processes. You will also document and track client issues, provide after-hours support, and assist with peer support and training. The role requires strong problem-solving skills, excellent communication, and experience in a call center environment. Experian offers a comprehensive benefits package, including medical, life, and dental insurance, paid time off, and more.

Requirements

• High School completed
• 1- 2 years of call center experience, 1 year in the technical support area
• PC, Internet knowledge (internet explorer, Firefox, and Chrome), troubleshooting supporting by phone and email, (FTP, XML, Json, AD –)
• Advanced English Language skills, both verbal and written. (85% or above)
• Previous job stability, including maintaining long-term work relationships with former employers
• Saturday to Wednesday / 6am to 3pm / Thursday & Friday Off

Responsibilities

• Employ the required number of hours of online time per day on the phones assisting clients
• Provide first and second level technical support to resolve client problems, and act as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems
• Receive client requests for company products, services, or other application assistance, identify the source of the problem, determine the appropriate course of action to resolve the problem, using internal and external information sources and coaches the user through the resolution process
• Follow all departmental guidelines thoroughly documents and tracks all client reported issues using the current problem management application
• Provide after-hours on call support, as scheduled or needed
• Provide limited second level technical support to peers in resolving more challenging problems
• Directly handle escalated issues assigned to them by the department Manager, Supervisor, or Lead including participation in conference calls with internal and external clients
• Make recommendations for process improvements and technology changes within the department
• Help with training or cross training of newly hired technicians, or existing technicians requiring or looking for additional training

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