Associate Technical Analyst

Provide remote technical support to clients through Salesforce phone email and chat meeting required online hours and following established procedures to resolve or escalate issues. Focus on first-time resolution through analysis investigation documentation review and troubleshooting.

Responsibilities

• Handle incoming client requests related to company products and services through phone email chat and Salesforce ensuring accurate and timely support.
• Identify the source of issues and guide users through the resolution process using internal and external resources.
• Provide first-time resolution through analysis investigation documentation checks and troubleshooting.
• Document and update all case activity and client interactions daily in the ticketing system including troubleshooting steps solutions provided current action owner and follow-up plans in accordance with departmental guidelines.
• Respond to emails and maintain consistent follow-up to ensure case progress.
• Follow all internal procedures policies and standard operating procedures as defined by the department.
• Participate in scheduled after-hours on-call support.
• Collaborate with internal teams including product development to resolve complex technical issues and escalate when required.
• Handle escalated issues assigned by the Manager Supervisor or Lead including joining conference calls with internal or external clients.
• Help create and maintain knowledge base articles using the Knowledge Centered Service methodology.
• Stay informed about product updates new features and industry trends related to the supported products.
• Suggest process improvements and contribute to overall departmental efficiency.
• Perform other related tasks as assigned by management.
• You will report to a Senior Manager

Qualifications :

• You need to have 1 Year experience of Desktop Support Help-Desk or IT related support
• BA degree or equivalent experience
• Windows Server/Linux environment
• CLI FTP XML Json AD
• English Level B2

Additional Information :

Our uniqueness is that we truly celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what truly matters; DEI work/life balance development authenticity engagement collaboration wellness reward & recognition volunteering... the list goes on. Experians strong people first approach is award winning; Great Place To Work in 24 countries FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) 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 a critical part of Experians 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 color sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Benefits

Experian care for employees work life balance health safety and support of this endeavor we offer best-in-class family well-being benefits enhanced medical benefits and paid time off.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Remote Work :

No

Employment Type :

Full-time