Full-Time Technical Product Specialist - Support
Experian is hiring a remote Full-Time Technical Product Specialist - Support. The career level for this job opening is Experienced and is accepting Heredia, Costa Rica based applicants remotely. Read complete job description before applying.
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We are seeking a Technical Product Specialist to join our team and manage client support.
This customer-facing role requires the ability to plan and track support issues, explain the technical specifications of our product, and coordinate issue resolution and dependencies with other teams within Experian.
The ideal candidate will provide dashboards on support status to leadership and define strategies for improvement and efficiency.
Additionally, this role involves tracking metrics to ensure a seamless and effective experience for clients.
Responsibilities:
- Manage client support issues, ensuring a seamless experience.
- Plan and track active issues, coordinating internal dependencies.
- Hold meetings with Sales, Product, and Development on client issues, prioritizing for Agile sprints (Jira, Confluence).
- Understand technical specifications (API, JSON, AWS, monitoring, troubleshooting).
- Understand database tables and analytical tools (Excel, Tableau).
- Work with Product Managers and stakeholders to understand business problems, voice of customer, and identify product capabilities.
- Review and support product documentation.
- Provide regular status updates to clients.
- Develop and present dashboards on support status.
- Develop and implement support strategies.
- Identify and track key metrics.
- Continuously improve support processes.
Qualifications:
- Bachelor's degree in engineering or related field.
- 3+ years of relevant technical product management experience.
- 3+ years of new product planning and delivery experience.
- Focus on continuous learning.
- Assist in diagnosing and troubleshooting client software issues.
- Prioritize and escalate client issues.
- Experience in technical support or client success (a plus).
- Contribute to and update knowledge database.
- Excellent interpersonal skills.
- Familiarity with API systems, JSON, AWS, Excel, Tableau, Jira, ServiceNow.
Location: Costa Rica
Benefits: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program and more.