Help Desk Technician II
Help Desk Technician II
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Salary Not Disclosed
1 Vacancy
Job Description
Reporting to the help desk manager your responsibilities will include:
- Employ the required number of hours of online time per day on the phones assisting clients.
- Provide first and second level technical support to resolve client problems and act as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems.
- You will receive client requests for company products services or other application assistance identify the source of the problem determine the appropriate course of action to resolve the problem using internal and external information sources and coaches the user through the resolution process.
- You will follow all departmental guidelines thoroughly documents and tracks all client reported issues using the current problem management application.
- Provide afterhours on call support as scheduled and/or needed.
- Provide limited second level technical support to peers in resolving more challenging problems.
- Directly handle escalated issues assigned to them by the department Manager Supervisor or Lead including participation in conference calls with internal and external clients.
- Make recommendations for process improvements and technology changes within the department.
- You will also assist with training and/or cross training of newly hired technicians or existing technicians requiring or seeking additional training.
Qualifications :
Qualifications
- High School completed
- Minimum of 1 2 years of call center experience 1 year in the technical support area
- Strong PC Internet knowledge (internet explorer Firefox and Chrome) troubleshooting supporting via phone and email (FTP XML Json AD ).
- Problem solving analytical skills.
- Advanced English Language skills both verbal and written. (85% or above)
- Proven previous job stability including maintaining longterm work relationships with former employers.
- Can clear the companys preemployment screening
Additional Information :
This is a permanent homebased role in Costa Rica. No relocation available.
Culture at Experian
Our uniqueness is that we value yours.
Experians culture people and environments are main differentiators. We take our peoples agenda very seriously. We focus on what truly matters; diversity and inclusion work life balance flexible work development engagement collaboration wellness rewards & recognitions volunteering... the list goes on!
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.
Experian Careers Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Our uniqueness is that we truly celebrate yours. Experians culture and people are key 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. Experians 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 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.
#LIHybrid
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
