Remote Help Desk Technician

Summary

Join Experian as a Help Desk Technician and make a difference in people's lives by providing technical support and resolving client problems. As a permanent home-based role in Costa Rica, you will work from Tuesday to Friday from 7am to 4pm and Saturdays from 12:00pm to 9pm. This is an opportunity to grow with a global tech company that values its employees' well-being and development.

Requirements

• 1- 2 years of call center experience
• High School completed
• 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

Responsibilities

• Employ the required number of hours of online time per day assisting clients by phone, emails, or others
• Provide first and second level technical support to resolve client problems and acts 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, determines 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 track 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 insurance
• 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