Client Care – Indirect Support Representative

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 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 accomplish their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

FSD Commercial: Client Services Associate II – Tier 2 (Costa Rica)

General support for all Reseller and Public Sector clients

Sales and Client Support Duties:

• Customized set ups (subcode creation and/or pricing implementation)
• High Touch Reseller Assignments managing entire support relationship
• Support U.S. Government accounts
• Diagnoses, researches and resolves problems related to but not limited to:
• specific requests
• technical support
• billing
• account maintenance
• subcode maintenance
• data issues
• product descriptions
• pricing
• Aid clients or sales with set up or billing inquiries
• Handle client escalations from calls/emails/surveys
• Maintain and update critical account and pricing tables
• Educate customers on new and existing products, policies and procedures
• Attend Sales/Client meetings
• Help with special projects
• Submit request to Commercial Relations file and data research
• Aid with complex Government account user onboarding
• Participate in annual audit of Client Care procedures and job aids
• May lead training and/or demonstrations for specific products or client responsibilities
• Help with more complex product implementations (ie: API, FusionIQ, DecisionIQ)
• Assist with special projects (one time or ongoing)
• Ensure access to MyExperian Portal
• Coordinate and prioritize support efforts between multiple Experian departments (ie: API Support, Ask Tech, etc)

General Responsibilities:

• Subcode maintenance
• Knowledge of Consumer and/or Commercial products and services
• Use Salesforce to engage Support assistance and to track and log all activities relevant to customer

Qualifications

Qualifications

• English test 70 or higher (prefer 72+)
• 2+ years of experience, knowledge of Excel (can maintain complex spreadsheets) or access, good organization and strong communication skills.

Additional Information

This is a permanent home-based role in Costa Rica. No Visa sponsorship or 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.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a successful, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is important to our purpose of creating a better tomorrow. We value the uniqueness and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

Experian Careers – Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

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