Full-Time Client Care - Indirect Support Representative

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

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