Customer Service Analyst

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to accomplish their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

You will have responsibility for ongoing support of our clients after Experian Healthcare products have been implemented. As a Support Analyst, you will be expected to respond to user questions regarding the operations of the Experian HealthCare’s Medical Necessity, Authorizations, Notice of Admissions, and other products.

ESSENTIAL FUNCTIONS:

Accept initial client contact for support through different media channels, online support tickets, phone, email, and chat.

• Logs all client contacts and issues.
• Responsible for detailed first-level support, troubleshooting and problem resolution where possible.
• Assigns and categorize support tickets to appropriate functional areas.
• Notifies clients of the status of their support tickets within agreed to Service Levels.
• Verifies support ticket closure and ongoing client communications.
• Work directly with clients, Account Management, Engineering and Implementation teams.
• Participate in internal and client meetings.

Qualifications

3+ years of experience specific to Customer Support and Customer Service. (combination of experience and education may be considered)

Excellent communication skills and ability to speak clearly with technical and non-technical clients is critical

Ability to work in a fast paced multi product support environment

Safeguard sensitive information

Highly analytical, intensive research and reconciliation skills required

PC, Internet and Microsoft Office experience is a must

Strong working knowledge of CRM platform (Salesforce), especially case management

Jira experience

Additional Information

This is a permanent home-based role in Costa Rica. No Visa sponsorship or relocation available.**

Our benefits include: Medical, life and dental insurance, Asociación 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 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 important to our purpose of creating a better tomorrow. We value the uniqueness and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

Experian Careers - Creating a better tomorrow together

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