Full-time
Employee Status: Regular
Role Type: Home
Department: Customer Service
Schedule: Full Time
**Company Description**:
Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We're passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We're a constituent of the FTSE 30 and for more than 125 years we've helped economies and communities flourish - and we're not done.
Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We're investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ 'big-thinkers' and 'can-doers' that share our purpose #uniquelyexperian
Acting as a single point of contact for technical consulting and assisting our Account/Project Managers, Product and Tech Support, and Engineers with new and ongoing technical communications for existing clients including security updates and software support.
- Communicate P1/P2 incident status to account team and client.
- Ensure effective ownership, communication, coordination, and facilitation of service issues and production changes between the client, support teams, account team and technical teams.
- Analyze and report on cases and tickets to spot reoccurring trends and provide recommendations to client and/or technical teams for remediation.
- Ensure all cases and incidents are properly documented, SLAs are met, and that resolution occurs in a timely manner.
- Responsible for aggregating all non-incident Client requests for changes to production and driving execution in alignment with contracts and client's priorities.
- Help ensure that the proper monitoring is in place at the platform and client specific solution level and help drive resolution to issues as required.
- Participates in daily / weekly / monthly operational calls and status updates to ensure alignment across internal and external stakeholders.
- Develop strategies to facilitate the continuous improvement of customer service.
- Provide feedback to Experian Product Development teams to help identify reoccurring service issues that require updates to features or products.
- Help analyze customers' needs and suggest potential new services for Client consideration.
- Be the Technology Voice for all Experian Product, Platform and Technology.
**Qualifications**:
- +4 years of technical client-facing experience
- Strong knowledge of enterprise technology infrastructure including various operating systems, servers, storage, and networking
- Knowledge of enterprise server software including Windows Server, Linux, and monitoring technologies
- Knowledge of cloud computing concepts, software and systems (networking, virtualization, VMware, Hyper-visors)
- Ability to query ad hoc data in various reporting platforms
- Ability to navigate and troubleshoot in ticketing systems, bug submission and other support systems
- Ability to identify and submit product enhancement requests
- Able to think analytically and consider all client configs, as well as dive into the details, and know when to operate at each of those levels.
- Strong analytical and problem-solving capabilities; able to break complex technical hurdles into measurable actions.
- Excellent communication skills; equally comfortable speaking to internal or external technical teams and non-technical teams
- Strong presentation skills, including ability to present to any level within the company
- Must have ability and desire to work in a high-pressure, fast-paced environment and be able to handle several projects and tasks simultaneously
- Strong account management, cross-group collaboration, and negotiation skills
- Outstanding interpersonal skills and conflict management skills
- Quickly develops rapport and credibility
- Highly organized and self-motivated; able to manage multiple important investigations simultaneously, with little direction.
- IT business process, Project Management, or service delivery certifications (ITIL, PMP, etc.) preferred.
**Additional Information**:
This is a permanent home-based role in Costa Rica. No relocation available.
Our benefits include: Medical, 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, and more.
Our uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's strong people first approach is award winning; Great Place To Wo