Full-Time Help Desk Technician
Experian is hiring a remote Full-Time Help Desk Technician. The career level for this job opening is Entry Level and is accepting Heredia, Costa Rica based applicants remotely. Read complete job description before applying.
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Daily phone assistance to clients. Provide first and second level technical support to resolve client issues. Act as a liaison between clients and subject matter experts for escalated problems.
Client issue resolution. Receive client requests for product, service, or application assistance. Identify the problem source, determine the resolution, and guide clients through the process using internal and external resources.
Documentation and tracking. Follow departmental guidelines, document and track all client issues in the problem management application.
After-hours support. Provide on-call support as scheduled or needed.
Limited peer support. Provide limited second-level support to colleagues on more challenging problems.
Escalation handling. Handle escalated issues assigned by department managers/supervisors, including participation in conference calls with internal and external clients.
Qualifications: High School Diploma, 2+ years call center experience, 1+ year in technical support. PC, Internet, and troubleshooting knowledge (Internet Explorer, Firefox, Chrome, FTP, XML, JSON, AD). Advanced English language skills (verbal and written, 85% or above).