Technical Support Analyst

Summary

Join Experian as a remote software technical support specialist, providing support to EDQ clients using data cleansing, validation, enrichment, and profiling solutions. You will promptly resolve client issues through various channels, diagnose and troubleshoot technical problems related to APIs, data processing, and application functionality. Collaboration with internal teams is crucial for resolving complex issues. Accurate documentation of customer interactions and contribution to knowledge base articles are key responsibilities. Staying updated on product updates and industry trends is also expected. This role offers a unique schedule and a comprehensive benefits package.

Requirements

• 1-3 Years of Desktop Support, Help-Desk, or IT related support
• BA degree or equivalent experience
• Windows Server/Linux environment
• Basic networking concepts
• Remote desktop technologies
• Salesforce or similar ticketing systems
• Proficient in: Windows Server/Linux environment
• CLI
• Knowledge in: Basic networking concepts
• Remote desktop technologies
• Salesforce or similar ticketing systems
• English Level B2

Responsibilities

• Provide remote, software technical support for Experian EDQ clients
• Our solutions include data cleansing, validation enrichment and profiling
• Promptly help solve clients' issues through multiple 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

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