Full-time
Employee Status: Regular
Role Type: Hybrid
Department: Customer Service
Schedule: Full Time
Shift: Day Shift
**Company Description**:
**About us, but we'll be brief**
Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years we've been named in the **100 "World's Most Innovative Companies" by Forbes Magazine**. Experian prioritizes our culture and look to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.
We have 23,000 people operating across 44 countries and every day we're investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.
**Role Purpose**:Client Success Architect works directly with customers, sales, and internal groups to manage Targeting support desk requests. Assesses customer needs, communicates with internal teams to complete the needed requests and close tickets in a timely fashion with satisfactory resolutions. Responsible for managing the tickets in full, foresee challenges, clarify customer needs, and provide status.
**Major Job Functions**
- Set up new ST accounts, Billing needs, prioritize steps when necessary, and monitor entire ticket resolution. Consult with internal groups when needed to ensure complete ticket resolution.
- Primary contact point for customer both internal and external on entered tickets, as well as consultation to incorporate needed solutions
- Assist management when necessary for specific role or ticket questions or issues.
- Identifies opportunities to improve existing methodology, drafts a plan, reviews with Management, follows through on execution, and departmental rollout.
- Demonstrate ability to shift from one ticket to another, diagnose problem, identify necessary improvements, execute the resolution, and move to the next ticket. Interpret ticket specifications and utilize the most effective approach to produce the desired results accurately and efficiently.
- Promote teamwork by assisting team members and other teams as time permits.
- Collaborates directly with other internal groups to successfully resolve the ticket to the client's satisfaction. Owning the ticket from inception to resolution.
- Sets up, configures, executes, and monitors for accuracy and completeness of all assigned tickets.
- Manages time appropriately to ensure correct prioritization of client needs and tracks metrics for resolved tickets.
- Monitors and reports ticket progress and fully communicates status with team members and end users within client expectations.
- Interpret ticket specifications and utilize the most effective approach to produce the desired results accurately and efficiently.
- Analyze tools, procedures, systems, making recommendations for new technology. Especially in the File Transfer, API connection, and Targeting Billing arena. Learn and understand new platforms to transition into new technologies.
**Qualifications**:
- Minimum 2 years' experience in Marketing or with Agency preferred.
- Technical Bachelor's degree or Marketing degree in progress or complete.
- Strong PC skills in MS Office.
- Experience in Smart Automation Technologies (RPA, RDA, Chatbot, Power Apps, etc.) Preferred
- Strong attention to detail and organizational skills.
- Excellent problem solving and analytical skills.
- Ability to work independently.
- Ability to communicate fluently in English.
- Basic project management skills.
- Excellent multitasking capabilities.
- Strong customer service skills
- Detail oriented
**Additional Information**:
***This is a permanent home-based role in Costa Rica. No Visa sponsorship or relocation available.**
**Culture at Experian**
**Our uniqueness is that we truly value yours.**
Experian's culture, people, and environments are key differentiators. We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on!
Our benefits include: 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, and more.
Experian Careers - Creating a better tomorrow together
- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of