Technical Support Analyst

Summary

Join Experian Data Quality as a remote software technical support specialist, providing world-class support to global clients across various industries. You will troubleshoot technical issues related to APIs, data processing, and application functionality, collaborating with internal teams to resolve complex problems. This role requires 1-3 years of relevant support experience and familiarity with specific technologies. The position offers a comprehensive benefits package including medical, life, and dental insurance, paid time off, performance bonuses, and flexible work arrangements. This is a permanent, home-based role in Costa Rica.

Requirements

• 1-3 Years of Desktop Support, Help-Desk, or IT related support
• BA degree or equivalent experience
• English Level B2
• Familiarity with SOAP UI, SFTP, JSON, REST APIs and SaaS
• IT/Networking general knowledge
• CLI knowledge

Responsibilities

• Provide remote, software technical support for Experian EDQ clients
• Promptly help solve clients' issues through different channels, including email, phone, and ticketing systems
• Diagnose and troubleshoot technical issues related to API, data processing, and application functionality
• Collaborate with our teams, including product development, Level 2 and Level 3 engineering team, and account management, to resolve complex technical issues and escalate
• 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 data quality management and API technologies

Preferred Qualifications

• Familiarity with SOAP UI, SFTP, JSON, REST APIs and SaaS
• CLI knowledge

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