Job Description
Company Description
Experian is a global company in data services, helping organizations and consumers manage risk and make informed decisions. We empower individuals and businesses at important life moments, from purchasing a home to expanding customer bases. With over 125 years of experience, we specialize in data gathering, analysis, and fraud prevention. Our 21,700 employees across 30 countries are dedicated to innovation and creating opportunities for a better tomorrow. Recently ranked the fifth-best company to work for in Costa Rica, we prioritize inclusive culture, employee well-being, and career development. Join us at www.experian.com/careers to be part of our team.
Job Description
The Technical Support Analyst 1 professional delivers empathetic, solutions‑focused software support to clients, ensuring a positive experience during both routine inquiries and urgent situations. You will center on clear communication, thoughtful problem‑solving, 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 follow‑through.
- 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 self‑service and internal team learning.
Qualifications
- Ability to explain technical steps using clear language, including providing step‑by‑step instructions that non‑technical users can easily follow.
- Experience de‑escalating challenging customer situations, such as calming frustrated users and guiding them through solutions without escalating conflict.
- Manage a high‑volume support queue, including evaluation cases, meeting response‑time 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 root‑cause analysis methods.
- Bachelor’s degree preferred, plus 2+ years of hands‑on 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. Experian’s 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. Experian’s 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 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, 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.
