Technical Customer Support Agent

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Experian

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Artificial Intelligence • B2B • SaaS

Experian is a global leader in digital experience, technology, and transformation. They partner with recognized brands to enhance customer understanding, innovate product strategies, and implement agile technology solutions. With a focus on delivering superior customer experiences through AI, cloud architecture, and project management, Experian helps businesses streamline their operations and achieve their objectives effectively.

10001 employees

Founded 1996

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

📋 Description

• Handle incoming client requests related to company products and services through phone and email, ensuring accurate support. • Identify the source of the issue and guide the user through the resolution process using internal and external resources. • Document and update all case activity daily in the ticketing system, following departmental guidelines. • Respond to emails and maintain daily follow-up to ensure case progress. • Follow all internal procedures, policies, and standard operating procedures (SOPs) as defined by the department. • Participate in scheduled after-hours on-call support. • Assist peers with second-level troubleshooting and more complex cases. • Handle escalated issues assigned by the Manager, Supervisor, or Lead, including joining conference calls with internal or external clients. • Support training and cross-training of our technicians. • Suggest process improvements and contribute to departmental efficiency.

🎯 Requirements

• 1- 2 years of call center experience • 1 year in the technical support area. • PC Skills, Internet knowledge (internet explorer, Firefox, and Chrome) • troubleshooting supporting by phone and email, (FTP, XML, Json, AD) • Advanced English Language skills, both verbal and written. (85% or above)

🏖️ 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 • and more.