Job Description The Technical Client Services Representative will provide outstanding client software support and respond to routine and emergency support calls from clients and support staff. Responsibilities: Troubleshoot product and technical issues. Determine severity and scope analysis of issues, inquiries and requests. Communicate effectively with clients via telephone or email. Manage all client related issues into Client Relationship Management tool (CRM) – Salesforce. Manage customer and user configurations. Educate and empower customers to maximize utilization of products, tools and services. Maintain proficient knowledge of all product and service changes. Monitor system status. Initiate proactive customer communications. Escalate complex issues to technical and product resources with the appropriate information to resolve the customer's inquiry. Document solutions and can be reused internally and externally. Use each interaction to build relationships between the customers and the Experian brand. Once trained, participate in overnight rotation from 12AM-7AM and 4PM-12AM Qualifications Bachelor's degree (preferred). Minimum of 2 years' experience in customer support/technical support and/or healthcare IT industry (Preferred). Strong prioritization and planning skills. Excellent communication skills and ability to speak clearly with technical as well as non-technical clients. Emotional intelligence and empathetic propensity to read between the lines and understand what the customer is saying, and what they mean. Ability to remain calm and even keeled with frustrated customer. Flexibility to manage unforeseen situations outside of the agent's control. Patience to handle repetitive customer support issues. Organization skills necessary to prioritize and differentiate important tasks from urgent ones. Displays outstanding customer service attitude. Positive disposition that allow the agent to remain upbeat for the sake of the customer's overall impression regardless of the situation. Builds relationships: engage and establish trust/credibility with key stakeholders across all levels of the customer organization. Exhibits highly analytical, intensive research and reconciliation 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 thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual 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 #LI-REMOTE #LI-SA1
