Integrated Technical Support Analyst

Experian Group; Costa Mesa (CA); Remote; USD 50,000 - 75,000; Full time

Job summary

A leading company in the financial services sector is seeking a Technical Support Specialist to provide remote assistance to clients. The role involves troubleshooting technical issues, collaborating with product teams, and documenting interactions. Ideal candidates will have strong technical skills, experience with Salesforce, and a commitment to customer satisfaction.

Qualifications

• Experience in providing technical support.
• Strong analytical and troubleshooting skills.
• Ability to document customer interactions effectively.

Responsibilities

• Provide remote technical support for clients via multiple channels.
• Collaborate with teams to resolve complex issues.
• Document customer interactions and create knowledge base articles.

Skills

Technical Support

Troubleshooting

Client Communication

Documentation

Tools

Salesforce

Job description

Job Responsibilities

1. You will provide remote technical support for Experian clients via Salesforce, email, chat, and phone.
2. Deliver first-time resolution for client cases through analysis, investigation, documentation, and troubleshooting.
3. Collaborate with teams, including product development, to resolve complex technical issues and escalate when necessary.
4. Participate in the design and testing phases of new projects by providing input.
5. Document customer interactions, including troubleshooting steps, solutions, current action owners, and follow-up plans.
6. Assist in creating knowledge base articles following the Knowledge Centered Service methodology.
7. Stay updated on product updates, new features, and industry trends related to supported products.
8. Perform other tasks assigned by management.