Client Support Analyst at Experian

Franklin, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

110872.0

Posted On

15 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Project Management, Customer Support, Technical Support, Communication, Analytical Skills, Healthcare IT, Salesforce, Knowledge Database Management, Client Relationship Management, Problem Solving, Product Knowledge, Configuration Management, Customer Education, System Monitoring, Escalation Management

Industry

Information Services

Description

Company Description Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them to save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data and to innovate. A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com. Job Description As a Client Support Analyst, you will manage complex product issues and escalations and work with customers to resolution. You'll have the opportunity to: Troubleshoot complex product and technical issues to determine severity and scope and respond accordingly Participate in project management and oversight Manage issues and questions escalated from Customer Support, Account Management, and Implementation teams Troubleshoot and escalate complex issues to technical and product resources with the appropriate information to resolve customer inquiries Lead technical troubleshooting sessions with customers and internal technical teams Maintain ownership of customer communication and follow-up when issues are escalated to product development teams Use prior knowledge, experience and tools available to provide solutions Stay current on product offerings and training, development and provide feedback on our tools and customer experience to improve our products Communicate with customers regarding support cases Manage all client related issues through Client Relationship Management tool (CRM) – Salesforce Manage and troubleshoot customer and user configurations. Educate and empower customers to maximize use of products, tools, and services Monitor system status and health of the products Maintain internal and external Knowledge Database (KCS, Knowledge Center Solutions) and use to assist troubleshooting Leverage every customer as an opportunity to strengthen the relationship between the customers and the Experian brand Qualifications 2 years' experience in an analytical role, along with supporting clients 2 years' experience in the healthcare IT industry is beneficial, but not required 2 years' experience reading 837 and CSV remittance files, is beneficial, but not required Bachelor's degree in Business, Healthcare Management, or related field is beneficial, but not required Assist the team with holiday coverage as operationally needed and is managed on a rotational basis Additional Information Benefits/Perks: Great compensation package and bonus plan Core benefits including medical, dental, vision, and matching 401K Flexible work environment, ability to work remote, hybrid or in-office Flexible time off including volunteer time off, vacation, sick and 12-paid holidays Explore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.html At Experian, our people and culture set us apart. We're deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance, development, wellness, collaboration, and recognition, we focus on what truly matters. Our people-first approach has earned us global recognition: World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ 2025 in 26 countries, and Glassdoor Best Places to Work 2024, among others. Want to see what life at Experian is really like? Explore Experian Life on social or visit our careers site. Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will be also eligible for a variable pay opportunity. Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity. Employee Status: Regular Role Type: Home Job Posting - Salary Range: $63,964 - $110,872 Department: Customer Service Flexible Time Off: 15 Days Schedule: Full Time Shift: Day Shift

Responsibilities

As a Client Support Analyst, you will manage complex product issues and escalations while working with customers to reach resolutions. You will troubleshoot technical issues, manage escalated inquiries, and maintain customer communication throughout the process.