Job Description

Description The Customer Support Analyst provides quality, professional product support to Experian Data Quality customers that result in a high degree of Customer Satisfaction. This position includes assessing, documenting and resolving basic customer issues within an inbound contact center. Responds to routine inquiries of a technical nature and handles problem resolutions that may require follow-up and/or escalation to resources with a higher level of expertise. This team provides 24/7 support to EDQ clients. Specific areas of responsibility include: Respond to inbound requests for support (phone, e-mail, and portal) Triage tickets and escalate to Tier II support in the US as needed Guides Customers to the use of self-help resources and documentation Participates in the Knowledge Management process through creation and updating of documentation Adheres to all Experian Data Quality Customer Support policies and procedures Collaborates internally with Account Management and Technical Delivery teams Cleaning customer data files by using EDQ tools Performs other duties and responsibilities as assigned *Working shift:Tuesday – Saturday, 4:00 pm – 11:00 pm * Knowledge, Experience & Qualifications The ideal candidate will be an analytical and creative problem solver. They will also be customer focused and possess strong interpersonal and professional communication skills. The successful candidate will be curious by nature, and have the ability to understand and articulate technical concepts and derive solutions. Other requirements include: Excellent English communication skills, both written and verbal Willingness to work non-standard business hours as required Bachelor’s degree or equivalent work experience preferred 2+ years of p revious experience in a customer facing or customer service role Foundational knowledge of at least one of the following programming languages: C#, Java, PHP, JavaScript, HTML or CSS Proficient in using Salesforce.com preferred Proficient typing skills Proficient in Microsoft Office Experience with Excel Proven previous job stability, including maintaining long-term work relationships with former employers Must be able to clear the company’s pre-employment screening

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