Support Readiness Coordinator

About us, but we'll be brief

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. Also, for the last five years we've been named in the 100 "World's Most Innovative Companies" by Forbes Magazine. Experian prioritizes our culture and look to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.

We have 23,000 people operating across 44 countries and every day we're investing in new technologies, experienced people, and new ideas to help all our clients maximize every opportunity.

As the Support Readiness Coordinator, you will manage the implementation of client commitments related to Call-Center 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, error-free 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 high-quality service delivery.
• Finalize support deliverables with the Incident Response Team.
• You deliver call-center and escalation reports. You monitor timelines and address deviations.
• Maintain and track project plans.
• Build a high-performing team.
• Handle implementation issues.
• You will improve support methodologies and mentor implementation resources.
• You will manage high-level 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.

• 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 C-level 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.
• Cross-Functional 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.

This is a permanent home-based role in Costa Rica. No relocation available.

Culture at Experian

Our uniqueness is that we value yours.

Experian's culture, people, and environments are main differentiators. We take our people's 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

Find out what its like to work for Experian by clicking here

#LI-Hybrid

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.