Job Description
Company Description
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, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Job Description
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. Experian’s 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. Experian’s 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 Experian’s 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 employee’s work life balance, health, safety and wellbeing. In 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
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