REMOTE Client Technical Support Analyst

at

Experian

Costa Mesa, CA
Full Time
9mo ago

Company Description

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.

Job Description

The Client Technical Support Analyst for Experian Verification Solutions will be responsible for the ongoing support of our clients after Verification Solutions have been implemented. As a Support Analyst, the successful candidate will be expected to respond to user questions via phone, email, and support case tracking systems and provide in-depth technical support while solving product issues and providing information regarding our products and company.

We seek a candidate eager to join a fast-paced, start-up atmosphere, someone who is able to adapt readily, instill confidence in internal and external partners and drive results.  The Client Technical Support Analyst will be a detail-oriented self-starter who has demonstrated the ability to manage a variety of tasks within a fast-paced environment and be solutions-oriented while keeping tasks prioritized. They will be a highly motivated individual who will reach out to internal and external partners throughout the organization in the execution of their duties. The Client Technical Support Analyst will be accountable for meeting the expectations of the client, providing exceptional service, and raising client satisfaction. Strong analytical, time management, problem-solving, and communication skills are essential.

What you’ll be doing

  • -Responsible for detailed level-1 support; information gathering, troubleshooting, and problem resolution where possible.
  • Work directly with clients, Level-2 Support Teams, Account Management, Engineering, and Implementation teams.
  • Log all client contacts and issues into issue tracking systems.
  • Assign and categorize support cases to appropriate functional areas.
  •  Explain features and functionality to clients.
  • Triage and escalate to technical teams when appropriate.
  • Follow up with the client until a satisfactory resolution has been provided. Notify clients of the status of their support cases within agreed to Service Levels.
  • Act as liaison to internal partners to resolve client operational issues.
  • Monitor and report on SLA commitments.
  • Develop and document new and improved business and support procedures.
  • Verify support case closure and ongoing client communications.
  • Redirect requests for add-on work through sales/implementation.
  • Provide periodic client bulletins/notifications to advise of product enhancements, maintenance windows, downtime, etc.
  • Provide ad hoc training as needed.
  • Maintain support FAQ and Knowledgebase and ensure availability to product managers and sales consultants.
  • Attend and participate in internal and client meetings.
  • Status reporting as needed.

Qualifications

  • 3+ years of Customer Support/Customer Service Experience
  • Experience in dealing with technology operations across multiple organizations preferably with mortgage-related applications.
  • -Demonstrable experience in identifying and resolving complex business, technical and operational problems. Ability to identify root cause, and implement specific remedies.
  • Ability to gather pertinent information, understand problems, and redirect client inquiries to the appropriate functional (Level-2).
  • Knowledge of front-end and back-end programming languages as they pertain to web applications and integration of APIs: C#, Java, PHP, JavaScript, HTML, JSON, Angular, Node, etc.
  • Operations experience with data-intensive applications.
  • Proven experience with software support and hardware environments.
  • Excellent communication and interpersonal skills.
  • Independent problem solving and self-direction are critical.
  • -Must be able to handle multiple tasks, take initiative and prioritize multiple work items.
  • Strong attention to detail and accuracy is required.
  • Familiarity with Postman (or similar), Splunk, and Slack.
  • Working knowledge of Salesforce or any other CRM experience preferred
  • Experience with APIs, HTTP, and FTP, and understanding the roles of IT Operations functions preferred.
  • Bachelor’s degree or equivalent work experience preferred.

Perks

  • Costa Mesa is home to Experian’s North American headquarters
  • Four weeks of vacation to start, five sick days, and two volunteer days (plus twelve paid holidays)
  • Competitive pay and comprehensive benefits package
  • Employee stock purchase program and 401K matching and immediate vesting
  • Flexible work schedule 

Additional Information

All your information will be kept confidential according to EEO guidelines.

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 every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

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