Help Desk Technician

at  EXPERIAN

Company Description
Ready to make a difference? Experian has evolved into a global tech company in data and analytics. We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses and society. We’re a member of the FTSE 30 and for more than 125 years we’ve helped economies and communities flourish – and we’re not done.
Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, experienced people and new ideas so we can help create a better tomorrow. To do this we employ ‘big-thinkers’ that share our purpose #uniquelyexperian
Job Description

Employ the required number of hours of online time per day assisting clients by phone, emails, or others.

• Provide first and second level technical support to resolve client problems and acts as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems.
• Receive client requests for company products, services, or other application assistance, identify the source of the problem, determines the appropriate course of action to resolve the problem, using internal and external information sources and coaches the user through the resolution process.
• Follow all departmental guidelines thoroughly documents and track all client reported issues using the current problem management application.
• Provide after-hours on call support, as scheduled 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.
• Help with training or cross training of newly hired technicians, or existing technicians requiring or looking for additional training.

You will report to the Help Desk Supervisor .

Qualifications

• 1- 2 years of call center experience.
• High School completed.
• PC, 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)
• Previous job stability, including maintaining long-term work relationships with former employers.
• Schedule: Tuesday to Friday from 7am to 4pm - Saturdays 12:00pm to 9pm / Sunday-Monday Off

Additional Information
This is a permanent home-based role in Costa Rica. No relocation available.
Our benefits include: Medical, life and dental insurance, Asociación 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.
Our uniqueness is that we celebrate yours. Experian’s culture and people are main 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 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

Please refer the Job description for details