Help Desk Technician II

Summary

Join Experian, a world-leading information services company, as a Help Desk Technician! Reporting to the Help Desk Manager, you will provide first and second-level technical support to clients, resolving their issues and acting as a liaison with subject matter experts. You will handle client requests, troubleshoot problems, document issues, and provide after-hours support. This permanent, home-based role in Costa Rica requires call center and technical support experience, strong PC skills, and advanced English proficiency. Experian offers a comprehensive benefits package, including medical, life, and dental insurance, paid time off, and more.

Requirements

• High School completed
• Minimum of 1- 2 years of call center experience, 1 year in the technical support area
• Strong PC, Internet knowledge (internet explorer, Firefox, and Chrome), troubleshooting supporting via phone and email, (FTP, XML, Json, AD –)
• Problem solving, analytical skills
• Advanced English Language skills, both verbal and written. (85% or above)
• Proven previous job stability, including maintaining long-term work relationships with former employers
• Can clear the company's pre-employment screening

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 and/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
• Assist with training and/or cross training of newly hired technicians, or existing technicians requiring or seeking 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