Client Support Analyst
Experian
full-time
Posted on:
Location Type: Remote
Location: Remote • Tennessee • 🇺🇸 United States
Visit company websiteSalary
💰 $63,964 - $110,872 per year
Job Level
JuniorMid-Level
About the role
- Troubleshoot complex product and technical issues to determine severity and scope and respond accordingly
- Assist the team with holiday coverage as operationally needed and is managed on a rotational basis
- Participate in project management and oversight
- Manage issues and questions escalated from Customer Support, Account Management, and Implementation teams
- Troubleshoot and escalate complex issues to technical and product resources with the appropriate information to resolve customer inquiries
- Lead technical troubleshooting sessions with customers and internal technical teams
- Maintain ownership of customer communication and follow-up when issues are escalated to product development teams
- Use prior knowledge, experience and tools available to provide solutions
- Stay current on product offerings, training, and development and provide feedback on our tools and customer experience to improve our products
- Communicate with customers regarding support cases
- Manage all client related issues through Client Relationship Management tool (CRM) – Salesforce
- Manage and troubleshoot customer and user configurations
- Educate and empower customers to maximize use of products, tools, and services
- Monitor system status and health of the products
- Proactively maintain internal and external Knowledge Database (KCS = Knowledge Center Solutions) and use to assist troubleshooting
- Leverage every customer as an opportunity to strengthen the relationship between the customers and the Experian brand
Requirements
- 2 years' experience in an analytical role, along with supporting clients
- 2 years' experience in the healthcare IT industry is beneficial, but not required
- 2 years' experience reading 837 and CSV remittance files, is beneficial, but not required
- Bachelor's degree in Business, Healthcare Management, or related field is beneficial, but not required
Benefits
- Great compensation package and bonus plan
- Core benefits including medical, dental, vision, and matching 401K
- Flexible work environment, ability to work remote, hybrid or in-office
- Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingproject managementcustomer communicationclient relationship managementdata analysisreading 837 filesreading CSV remittance files
Soft skills
problem-solvingcommunicationcustomer serviceteam collaborationleadership