Full-Time Client Care - Indirect Support Rep

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:
• 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

• 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.

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

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