Job Description Role Summary This role is a Service Desk Technician supporting Experian's North American Contact Center, also known as the MCE. The key role of the MCE Service Desk is to be the single point of contact to address and quickly resolve technical issues raised by the end user. The Service Desk operates as a technical resource providing support, testing, and initial triage whenever issues arise within contact center applications. We also manage and maintain all hardware required for the 1200+ agents we support. Knowledge, Skills and Experience Key Responsibilities Provides Tier 1 support (and as assigned Tier 2 support) Addresses technical issue inquiries received via phone, ticket portal, chat, and email. Provides after-hours on call support, as scheduled and/or needed Escalate trouble tickets when required Manage tickets in a timely manner, including opening, updating, and closing Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request Work and interface with end users on a daily basis. Install, configure, and support client workstations and laptops Assist Systems Administrators, Manager and Director in specific project tasks as directed Management inventory of equipment Reimage laptops as needed Other tasks as assigned Qualifications Qualifications Must be able to demonstrate the ability of maintaining privacy and confidentiality, critical thinking skills, follow company policies and procedures Must have strong customer focus, a demonstrated ability to work within a team of service-oriented individuals, and excellent customer service skills Must be able to manage multiple priorities and track own activities and tasks; performing work as prioritized by a supervisor, and escalating conflicts and issues appropriately and in a timely manner Ability to take directions well and follow detailed instructions Experience working within a technology support organization Analytic skills in a call center environment desired Requirements: High School Diploma or GED Ability to plan, organize, and implement projects in a timely manner Ability to work in a high energy, fast paced environment Ability to research, review and act independently when needed Proficient in Microsoft Office Suite Professional and courteous communication skills (both oral and written skills) Experience working with Cisco PCCE applications, Service Now, VDI environments, and remote desktop support tools a plus Experience with JIRA and Confluence, OKTA, and MS Active Directory a plus Additional Information This is a permanent home-based role in Costa Rica. No 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 Find out what its like to work for Experian by clicking here
