Full-Time Client Technical Services Representative

Technical Client Services Representative will provide exceptional client software support and address routine and emergency support calls from clients and support staff.

1. Training schedule: 8am-5pm
2. Troubleshoot product and technical issues.
3. Analyze severity and scope of issues, inquiries, and requests.
4. Assist customers via chat and email.
5. Manage all client issues in Salesforce CRM.
6. Manage customer and user configurations.
7. Educate and empower customers on product, tool, and service usage.
8. Maintain product and service knowledge.
9. Monitor system status.
10. Initiate proactive customer communication.
11. Escalate complex issues to technical and product resources with relevant information.
12. Document solutions for internal and external reuse.
13. Build relationships between customers and the Experian brand.

Qualifications

• Bachelor's degree (preferred)
• 2+ years' experience in customer/technical support or healthcare IT (preferred)
• Handling support requests from various channels
• Interpreting and responding to requests from technical and non-technical clients
• Understanding customer pain points and validating issues
• Remaining calm and professional with frustrated customers
• Flexibility to manage unforeseen situations
• Patience with repetitive issues
• Organizing and prioritizing tasks
• Outstanding customer service attitude
• Positive disposition
• Building relationships and establishing trust with partners
• Inferring insights from customer data

Important notes: This is a permanent home-based role in Costa Rica. No visa sponsorship or relocation available.

What is the last date for applying to the job?

Which countries are accepted for this remote job?