Remote Client Success Representative

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com

Job Description

The Technical Client Services Representative will provide outstanding client software support and respond to routine and emergency support calls from clients and support staff.

Responsibilities:

Training sched: 8am-5pm

• 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.

Qualifications

• Bachelor’s degree (preferred).
• 2 years’ experience in customer support/technical support and/or healthcare IT industry (Preferred).
• Experience handling support requests from a variety of different channels
• Experience interpreting and responding to customer requests with technical and non-technical clients.
• Experience digging into customers’ pain points, empathizing with them and validating the issues they’re facing and empathetic propensity to read between the lines and understand what the customer is saying, and what they mean.
• Remain calm and even keeled with frustrated customer.
• Flexibility to manage unforeseen situations outside of the agent’s control.
• Patience to handle repetitive customer support issues.
• Experience organizing and prioritizing your own tasks, necessary to prioritize and differentiate important tasks from urgent ones.
• Display outstanding customer service attitude.
• Positive disposition that allow the agent to remain upbeat for the sake of the customer’s overall impression regardless of the situation.
• Build relationships: engage and establish trust/credibility with important partners across all levels of the customer organization.
• Experience inferring insights from customer data, intensive research and reconciliation skills

Additional Information

This is a permanent home-based role in Costa Rica. No Visa sponsorship or relocation available.**

Our benefits include: 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, and more.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a successful, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is important to our purpose of creating a better tomorrow. We value the uniqueness and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

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