Technical Customer Support

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 realize 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.

The Experian Data Quality (EDQ) North America Professional Services team is focused on helping our clients achieve successful outcomes through both the pre- and post-sales phases of their technology investments.

Experian Data Quality solutions empower customers along their journey to data maturity through hosted and on-prem software applications and services to cleanse, validate, and enhance critical end-customer data.

Experian Data Quality is a fast growing, entrepreneurial organization created under the Experian Corporation. EDQ focuses on providing Data Quality Management Tools and Services utilized by some of the largest organizations in the world to help them effectively manage their data.

Experian Data Quality enables organizations to unlock the power of data. We focus on the quality of our clients’ information so they can explore the meaningful ways they can use it. Whether optimizing data for better customer experiences or preparing data for improved business intelligence, we empower our clients to manage their data with confidence.

We have the data, expertise, and proven technology to help our customers quickly turn information ­­­into insight. We’re investing in new, innovative solutions to power opportunities for our people, clients, and communities. 

What you’ll be doing

• Provide remote, software technical support for Experian EDQ clients. Our solutions include data cleansing, validation enrichment and profiling.
• Promptly assist in solving clients’ issues through various channels, including email, phone, and ticketing systems.
• Diagnose and troubleshoot technical issues related to API, data processing, and application functionality.
• Collaborate with internal teams, including product development, Level 2 and Level 3 engineering team, and account management, to resolve complex technical issues and escalate when necessary.
• Document interactions with costumers, including troubleshooting steps, solutions provided, current action owner and follow-up plans, in a clear and concise manner.
• Assist in the creation and maintenance of knowledge base articles through the Knowledge Centered Service methodology.
• Stay informed about product updates, new features, and industry trends related to data quality management and API technologies.

The ideal candidate will have experience in:

• 1-3 Years of Desktop Support, Help-Desk, or IT related support
• BA degree or equivalent experience desired
• Proficient in Windows Server/Linux environment and CLI
• Knowledge in basic networking concepts, remote desktop technologies, Salesforce or similar ticketing systems
• English Level B2
• Strong communication and interpersonal skills
• Analytical and problem solving skills
• Organize and manage multiple tasks and priorities.
• Able to work non-standard business hours as required
• Ability to resolve issues over the phone utilizing remote control tools.
• Communicate clearly and concisely, both orally and in writing.
• API Knowledge preferred
• Passionate about the Data Quality world

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

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.

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward and recognition, volunteering... the list goes on. Experian's people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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