FSD Integrated Support Agent TSC
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Job Location:
Heredia - Costa Rica
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job description
Job Description
The Help Desk Technician is responsible for providing first and second-level technical support to clients through phone and email. They must meet the required number of online hours daily and follow established procedures to resolve or escalate issues.
Responsibilities
- Handle incoming client requests related to company products services or applications through phone and email ensuring accurate support.
- Identify the source of the issue and guide the user through the resolution process using internal and external resources.
- Document and update all case activity daily in the ticketing system following departmental guidelines.
- Respond to emails and maintain daily follow-up to ensure case progress.
- Follow all internal procedures policies and standard operating procedures (SOPs) as defined by the department.
- Participate in scheduled after-hours on-call support when required.
- Assist peers with second-level troubleshooting and more complex cases.
- Handle escalated issues assigned by the Manager Supervisor or Lead including joining conference calls with internal or external clients.
- Support training and cross-training of new or existing technicians.
- Suggest process improvements and contribute to departmental efficiency.
- Remain open to feedback and committed to continuous improvement.
Qualifications :
Qualifications
- Minimum of 1- 2 years of call center experience 1 year in the technical support area a plus.
- Strong PC Internet knowledge (internet explorer Firefox and Chrome) troubleshooting supporting via phone and email (FTP XML Json AD nice to have).
- Problem solving analytical skills.
- Advanced English Language skills both verbal and written. (85% or above).
- Proven previous job stability including maintaining long-term work relationships with former employers.
- Must be able to clear the companys pre-employment screening.
Additional Information :
Our uniqueness is that we celebrate yours. Experians 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. Experians people first approach is award-winning; Worlds 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 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 colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
About Company
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, ... View more
