Support Readiness Coordinator
Support Readiness Coordinator
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1 Vacancy
Job Description
As the Support Readiness Coordinator you will manage the implementation of client commitments related to CallCenter and overall Incident Response Campaign Customer Support. The Support Readiness Coordinator will report directly to the Client Services director and will oversee campaign implementation by managing project plans coordinating activity across departments and monitoring risks and action items. You have contact center operational knowledge and experience handling support requests from a variety of different channels.
ESSENTIAL FUNCTIONS:
- You handle initial support for Client Engagement Managers during breaches.
- You ensure errorfree delivery of support materials.
- You manage urgent events calmly and keep everyone organized.
- You work with multiple teams during breach response. You document and share best practices. You support highquality service delivery.
- Finalize support deliverables with the Incident Response Team.
- You deliver callcenter and escalation reports. You monitor timelines and address deviations.
- Maintain and track project plans.
- Build a highperforming team.
- Handle implementation issues.
- You will improve support methodologies and mentor implementation resources.
- You will manage highlevel escalations understandind the Incident Response operations.
- You prepare clients for incident response resolve customer issues and improve processes.
- Use lessons learned to enhance services.
- Manage breach implementation activities.
Qualifications :
- Experience: Minimum 3 years in the field.
- Customer Focus: Call center and customer service skills.
- Business maturity experience confidence and ability to present to top attorneys and Clevel executives.
- Decision Making: Comfortable making decisions and providing clear direction.
- Problem Solving skills
- Customer Interaction: Experience interpreting and responding to customer requests.
- Process Management: Ability to improve processes.
- CrossFunctional Work: Ability to work across multiple organizations to achieve our goals.
- Emergency Response: Experience operating in emergency response environments.
- Customer Support: Experience assisting customers through chat and email support.
- Task Management: Experience handling support requests from a variety of different channels.
- Flexibility: Willingness to work outside traditional work hours.
- Technical Skills: Proficiency with MS Office MS Outlook; familiarity with web technologies and Salesforce.
- Meeting Facilitation: facilitate meetings and present to executives and departments.
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 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
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#LIHybrid
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a successful inclusive and diverse team where people love their work and love working together. We believe that diversity equity and inclusion is necessary to our purpose of creating a better tomorrow. For us this is The Power of YOU and it ensures that we live what we believe.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
