Full-Time Client Technical Services Rep

Technical Client Services Representative will provide outstanding client software support and respond to routine and emergency support calls from clients and support staff.

Responsibilities:

• Training schedule: 8am-5pm
• Troubleshoot product and technical issues.
• Determine severity and scope analysis of issues, inquiries, and requests.
• Assist customers through chat and email
• Manage all client-related issues into Client Relationship Management (CRM) – Salesforce.
• Manage customer and user configurations.
• Educate and empower customers to maximize use 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.
• Build relationships between customers and the Experian brand.

Qualifications:

• Bachelor's degree (preferred).
• 2 years' experience in customer support/technical support and/or healthcare IT industry (Preferred).
• Experience handling support requests from a variety of different channels
• Experience interpreting and responding to customer requests from technical and non-technical clients.
• Experience digging into customers' pain points, empathizing with them, and validating the issues they're facing.
• Empathetic propensity to read between the lines and understand what the customer is saying and what they mean.
• Remain calm and even-keeled with frustrated customers.
• Flexibility to manage unforeseen situations outside of the agent's control.
• Patience to handle repetitive customer support issues.
• Experience organizing and prioritizing your own tasks, necessary to prioritize and differentiate important tasks from urgent ones.
• Outstanding customer service attitude.
• Positive disposition that allows the agent to remain upbeat for the sake of the customer's overall impression regardless of the situation.
• Build relationships: engage and establish trust/credibility with important partners across all levels of the customer organization.
• Experience inferring insights from customer data, intensive research, and reconciliation skills.

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

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