Client Support Analyst
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Job Location:
Franklin, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Department:
Job Summary
You will manage complex product issues and escalations and work with customers to resolution.
You will have the opportunity to:
- Troubleshoot complex product and technical issues to determine severity and scope and respond accordingly
- Assist the team with holiday coverage as operationally needed and is managed on a rotational basis
- Participate in project management and oversight
- Manage issues and questions escalated from Customer Support Account Management and Implementation teams
- Troubleshoot and escalate complex issues to technical and product resources with the appropriate information to resolve customer inquiries
- Lead technical troubleshooting sessions with customers and internal technical teams
- Maintain ownership of customer communication and follow-up when issues are escalated to product development teams
- Use prior knowledge experience and tools available to provide solutions
- Stay current on product offerings training and development and provide feedback on our tools and customer experience to improve our products Communicate with customers regarding support cases
- Manage all client related issues through Client Relationship Management tool (CRM) Salesforce
- Manage and troubleshoot customer and user configurations. Educate and empower customers to maximize use of products tools and services
- Monitor system status and health of the products
- Proactively maintain internal and external Knowledge Database (KCS Knowledge Center Solutions) and use to assist troubleshooting
- Leverage every customer as an opportunity to strengthen the relationship between the customers and the Experian brand
Qualifications :
- 2 years experience in an analytical role along with supporting clients
- 2 years experience in the healthcare IT industry is beneficial but not required
- 2 years experience reading 837 and CSV remittance files is beneficial but not required
- Bachelors degree in Business Healthcare Management or related field is beneficial but not required
Additional Information :
Benefits/Perks:
- Great compensation package and bonus plan
- Core benefits including medical dental vision and matching 401K
- Flexible work environment ability to work remote hybrid or in-office
- Flexible time off including volunteer time off vacation sick and 12-paid holidays
- Explore all our exciting benefits here: Experian our people and culture set us apart. Were deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance development wellness collaboration and recognition we focus on what truly matters. Our people-first approach has earned us global recognition: Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work 2025 in 26 countries and Glassdoor Best Places to Work 2024 among others.
Want to see what life at Experian is really like Explore Experian Life on social or visit our careers site.
Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range individual pay is determined by work location and additional factors such as job-related skills experience and education. You will be also eligible for a variable pay opportunity.
Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal state and local law including protected veterans and individuals with disabilities. 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
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
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
