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. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within the customer credit lifecycle. Fueled by the best data and technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

We are looking for a Technical Product Specialist to join our team and manage client support. You will report to our Software Development Director. This customer-facing role requires the ability to plan and track support issues, explain the technical specifications of our product, and coordinate the issue resolution and dependencies with other teams within Experian. You will provide dashboards on support status to leadership and define strategies for improvement and efficiency. Additionally, you will track metrics to capture the efficiency of the support process, ensuring a seamless experience for our clients.

As the ideal candidate, you'll need to be an time manager with focus on details and organization. You will have experience identifying, evaluating, and recommending client-centric solution opportunities. You will partner with a broad array of team members including other members of our world-class Development, Product, Sales, Legal, Compliance, Operations, and Marketing teams.

What you'll do

• Manage client support issues, ensuring a seamless experience. Plan and track active issues, coordinating internal dependencies with other teams within Experian.
• Hold periodic meetings with Sales, Product Management and Product Development on client specific issus and prioritizing those to be addressed by Product Development through the Agile sprint process using tools such as Jira and Confluence.
• Understand technical specifications of the product, with knowledge in API, JSON, AWS, monitoring, and troubleshooting techniques.
• Work with the Product Manager and team members to understand the business problem and voice of the customer and identify the capabilities to add to the product
• Review and support product documentation activities
• Provide regular status updates to clients through the broader support organization
• Develop and present dashboards on support status to leadership and client satisfaction, defining strategies for improvement and efficiency.
• Track main metrics to measure the success and efficiency of the support process.
• Improve support processes based on feedback and performance data.

What your background is

• Bachelor's degree in engineering, or a technical field.
• 3+ years of technical product management experience in technical product development roles focused on client support, technical support and client success roles
• 3+ years of experience with new product planning and delivery, from concept to feasibility to development and launch
• Have a focus on learning and improvement - our product changes all the time, and you will need to learn about our new products and services so that you can help clients and recommend new features to help improve their business.
• Help diagnose and troubleshooting client software issues
• Prioritize and escalate client software issues to the development teams, ensuring resolution
• Contribute to update our knowledge database which allows clients to find answers to their questions.
• Familiar with API systems, JSON, AWS, Tableau, Jira, ServiceNow, and other monitoring and troubleshooting techniques

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 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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