Technical Product Owner

Summary

Join Experian, a world-leading information services company, as a Technical Product Specialist! In this customer-facing role, you will manage client support, track issues, explain technical specifications, and coordinate resolutions. You will collaborate with various teams, develop dashboards, and define strategies for improvement. The ideal candidate possesses strong time management skills, experience in client-centric solutions, and a collaborative spirit. This position requires a Bachelor's degree in a technical field and several years of relevant experience. Experian offers a comprehensive benefits package.

Requirements

• Bachelor's degree in engineering, or a technical field
• 3 plus years of technical product management experience in technical product development roles focused on client support, technical support and client success roles
• 3 plus years of experience with new product planning and delivery, from concept to feasibility to development and launch
• Help diagnose and troubleshooting client software issues
• Prioritize and escalate client software issues to the development teams, ensuring resolution
• Contribute to update our knowledge database which allows clients to find answers to their questions
• Familiar with API systems, JSON, AWS, Tableau, Jira, ServiceNow, and other monitoring and troubleshooting techniques

Responsibilities

• Manage client support issues, ensuring a seamless experience
• Plan and track active issues, coordinating internal dependencies with other teams within Experian
• Hold periodic meetings with Sales, Product Management and Product Development on client specific issues and prioritizing those to be addressed by Product Development through the Agile sprint process using tools such as Jira and Confluence
• Understand technical specifications of the product, with knowledge in API, JSON, AWS, monitoring, and troubleshooting techniques
• Work with the Product Manager and team members to understand the business problem and voice of the customer and identify the capabilities to add to the product
• Review and support product documentation activities
• Provide regular status updates to clients through the broader support organization
• Develop and present dashboards on support status to leadership and client satisfaction, defining strategies for improvement and efficiency
• Track main metrics to measure the success and efficiency of the support process
• Improve support processes based on feedback and performance data

Preferred Qualifications

Have a focus on learning and improvement. Our product changes all the time, and you will need to learn about our new products and services so that you can help clients and recommend new features to help improve their business

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