Integrated Technical Support Analyst

Summary

Join Experian, a global leader in data and technology, as a remote technical support specialist! Provide first-time resolution to client issues via Salesforce, email, chat, and phone. Collaborate with internal teams to resolve complex technical problems and contribute to new project design and testing. Document client interactions and create knowledge base articles. Stay updated on product features and industry trends. This role requires 3+ years of desktop support experience, 1+ year in a contact center, and proficiency in various technologies. Experian offers a comprehensive benefits package including medical, life, and dental insurance, paid time off, bonuses, and more.

Requirements

• 3 Years of Desktop Support, Help-Desk, or IT related support
• 1 year experience in a contact center environment
• Proficient in: Windows Server/Linux environment, CLI, FTP, XML, AD
• English Level B2

Responsibilities

• Provide remote, technical support for Experian clients through Salesforce, email, chat and phone
• Provide first time resolution to cases opened by clients, through analysis, investigation, documentation check and troubleshooting
• You will collaborate with our teams, including product development to resolve complex technical issues and escalate
• Participate and provide input to the design and testing phases of new projects
• Document interactions with costumers, including troubleshooting steps, solutions provided, current action owner and follow-up plans
• Help create knowledge base articles through the Knowledge Centered Service methodology
• Stay informed about product updates, new features, and industry trends related to the supported products
• Work on other assigned tasks by management

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