Help Desk Technician

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to accomplish their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland.

Job Description

• Employ the required number of hours of online time per day on the phones assisting clients.
• Provide first and second level technical support to resolve client problems, and act as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems.
• Receive client requests for company products, services, or other application assistance, identify the source of the problem, determine the appropriate course of action to resolve the problem, using internal and external information sources and coaches the user through the resolution process.
• Follow all departmental guidelines thoroughly documents and tracks all client reported issues using the current problem management application.
• Provide after-hours on call support, as scheduled or needed.
• Provide limited second level technical support to peers in resolving more challenging problems.
• Directly handle escalated issues assigned to them by the department Manager, Supervisor, or Lead including participation in conference calls with internal and external clients.
• Make recommendations for process improvements and technology changes within the department.
• Help with training or cross training of newly hired technicians, or existing technicians requiring or looking for additional training.

Qualifications

• High School completed.
• 1- 2 years of call center experience, 1 year in the technical support area
• PC, Internet knowledge (internet explorer, Firefox, and Chrome), troubleshooting supporting by phone and email, (FTP, XML, Json, AD –).
• Advanced English Language skills, both verbal and written. (85% or above)
• Previous job stability, including maintaining long-term work relationships with former employers.
• Schedule: Saturday to Wednesday / 6am to 3pm / Thursday & Friday Off

Additional Information

Our benefits include: 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.

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age.