Technical Customer Support Agent
Experian
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇷 Costa Rica
Visit company websiteJob Level
JuniorMid-Level
About the role
- Handle incoming client requests related to company products and services through phone and email, ensuring accurate support.
- Identify the source of the issue and guide the user through the resolution process using internal and external resources.
- Document and update all case activity daily in the ticketing system, following departmental guidelines.
- Respond to emails and maintain daily follow-up to ensure case progress.
- Follow all internal procedures, policies, and standard operating procedures (SOPs) as defined by the department.
- Participate in scheduled after-hours on-call support.
- Assist peers with second-level troubleshooting and more complex cases.
- Handle escalated issues assigned by the Manager, Supervisor, or Lead, including joining conference calls with internal or external clients.
- Support training and cross-training of our technicians.
- Suggest process improvements and contribute to departmental efficiency.
Requirements
- 1- 2 years of call center experience
- 1 year in the technical support area.
- PC Skills, Internet knowledge (internet explorer, Firefox, and Chrome)
- troubleshooting supporting by phone and email, (FTP, XML, Json, AD)
- Advanced English Language skills, both verbal and written. (85% or above)
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingcase documentationticketing systemFTPXMLJSONActive Directory
Soft skills
communicationproblem-solvingteam collaborationprocess improvementcustomer service