Technical Customer Support

Summary

Join Experian's Data Quality (EDQ) North America Professional Services team as a remote technical support professional based in Costa Rica. You will provide software support to clients using EDQ solutions for data cleansing, validation, enrichment, and profiling. Responsibilities include troubleshooting technical issues, collaborating with internal teams, documenting customer interactions, and contributing to the knowledge base. The ideal candidate possesses 1-3 years of relevant support experience, a BA degree or equivalent, and proficiency in Windows Server/Linux environments. Strong communication, analytical, and problem-solving skills are essential. This permanent, remote position offers a comprehensive benefits package including medical, life, and dental insurance, paid time off, performance bonuses, and more.

Requirements

• 1-3 Years of Desktop Support, Help-Desk, or IT related support
• BA degree or equivalent experience desired
• Proficient in Windows Server/Linux environment and CLI
• Knowledge in basic networking concepts, remote desktop technologies, Salesforce or similar ticketing systems
• English Level B2
• Strong communication and interpersonal skills
• Analytical and problem solving skills
• Organize and manage multiple tasks and priorities
• Able to work non-standard business hours as required
• Ability to resolve issues over the phone utilizing remote control tools
• Communicate clearly and concisely, both orally and in writing

Responsibilities

• Provide remote, software technical support for Experian EDQ clients. Our solutions include data cleansing, validation enrichment and profiling
• Promptly assist in solving clients’ issues through various channels, including email, phone, and ticketing systems
• Diagnose and troubleshoot technical issues related to API, data processing, and application functionality
• Collaborate with internal teams, including product development, Level 2 and Level 3 engineering team, and account management, to resolve complex technical issues and escalate when necessary
• Document interactions with costumers, including troubleshooting steps, solutions provided, current action owner and follow-up plans, in a clear and concise manner
• Assist in the creation and maintenance of knowledge base articles through the Knowledge Centered Service methodology
• Stay informed about product updates, new features, and industry trends related to data quality management and API technologies

Preferred Qualifications

• API Knowledge preferred
• Passionate about the Data Quality world

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