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. Also, 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, experienced people, and new ideas to help all our clients maximize every opportunity.

Reporting to the help desk manager, your responsibilities will include:

• Employ the required number of hours of online time per day on the phones assisting clients.
• Provide first and second level technical support to resolve client problems, and act as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems.
• You will receive client requests for company products, services, or other application assistance, identify the source of the problem, determine the appropriate course of action to resolve the problem, using internal and external information sources and coaches the user through the resolution process.
• You will follow all departmental guidelines thoroughly documents and tracks all client reported issues using the current problem management application.
• Provide after-hours on call support, as scheduled and/or needed.
• Provide limited second level technical support to peers in resolving more challenging problems.
• Directly handle escalated issues assigned to them by the department Manager, Supervisor, or Lead including participation in conference calls with internal and external clients.
• Make recommendations for process improvements and technology changes within the department.
• You will also assist with training and/or cross training of newly hired technicians, or existing technicians requiring or seeking additional training.

Qualifications

• High School completed
• Minimum of 1- 2 years of call center experience, 1 year in the technical support area
• Strong PC, Internet knowledge (internet explorer, Firefox, and Chrome), troubleshooting supporting via phone and email, (FTP, XML, Json, AD –).
• Problem solving, analytical skills.
• Advanced English Language skills, both verbal and written. (85% or above)
• Proven previous job stability, including maintaining long-term work relationships with former employers.
• Can clear the company's pre-employment screening

This is a permanent home-based role in Costa Rica. No relocation available.

Culture at Experian

Our uniqueness is that we value yours.

Experian's culture, people, and environments are main 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

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 Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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