Full-Time Help Desk Technician

You will support Experian clients in the use of Experian products while helping their peers deliver exceptional client experiences. The Sr. Analyst will address technical roadblocks and assist the leadership team with administrative tasks, demonstrating leadership by example. Additionally, the Sr. Analyst will be an escalation point for the Level 1 analyst team and contribute to the development of technical knowledge resources.

You will eliminate obstacles by creating a network within Experian's FSD. Furthermore, they will focus on reducing silos, providing traction to escalated cases, and ensuring management has visibility into potential escalations.

Responsibilities

1. Be a primary escalation liaison, ensuring that cases managed by other Experian teams are promptly updated and resolved.
2. Manage an individual case load of complex technical support tickets
3. Be a first line of assistance for Tier I agents for complex issues
4. Participate in the onboarding process design and technical training for new analysts and new products
5. Adopt and promote the TSC documentation process
6. Identify areas of improvement for the team and participating in the design and implementation of necessary action plans
7. Manage communication with all partners and promptly
8. Accomplish and improve the Quality Assurance process, including providing feedback to peers
9. Mentor Tier I analysts on an individual basis and identifying and addressing technical knowledge gaps
10. Support data analysis for trends detection and proves improvement recommendations

Qualifications

• High School diploma
• Minimum of 3+ years of experience, 2 years in the technical support area
• PC, Internet knowledge (internet explorer, Firefox, and Chrome), troubleshooting supporting by phone and email, (FTP, XML, Json).

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