Technical Support Analyst 1
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Job Location:
Heredia - Costa Rica
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
The Technical Support Analyst 1 professional delivers empathetic solutionsfocused software support to clients ensuring a positive experience during both routine inquiries and urgent situations. You will center on clear communication thoughtful problemsolving and collaboration with our teams to resolve issues. Technical Support Analyst 1 team member contributes to a culture of learning accessibility and trust by educating clients documenting solutions and supporting continuous improvement in our products and services. You will report to our Client Services Operations Director.
Responsibilities
- Provide troubleshooting and resolution for software product and technical issues.
- Assess the scope and severity of client requests ensuring appropriate prioritization and followthrough.
- Communicate clearly and professionally with clients through phone email and other support channels.
- Log and maintain all client interactions and case details within the CRM system (Salesforce).
- Escalate complex cases to the appropriate technical or product teams.
- Facilitate knowledge articles to support client selfservice and internal team learning.
Qualifications :
- Ability to explain technical steps using clear language including providing stepbystep instructions that nontechnical users can easily follow.
- Experience deescalating challenging customer situations such as calming frustrated users and guiding them through solutions without escalating conflict.
- Manage a highvolume support queue including evaluation cases meeting responsetime targets and following documented prioritization criteria.
- Experience working in dynamic environments including adjusting workflows when processes or customer needs change with little advance notice.
- Diagnose issues by gathering details reproducing errors and documenting findings using structured troubleshooting or rootcause analysis methods.
- Bachelors degree preferred plus 2 years of handson technical support experience in the healthcare IT field.
Additional Information :
Benefits/Perks:
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.
This is a fully remote job opportunity. #LI-Remote
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 engagement collaboration wellness reward and recognition volunteering... the list goes on. Experians 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 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 :
No
Employment Type :
Full-time
Key Skills
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
