Key Facts

Remote From:

Full time

English

Hard Skills

Root Cause Analysis Salesforce Help Desk Support Escalation Management Engineering Documentation Customer Relationship Management Knowledge Base Care Management Queue Management Client Services Triage Web Accessibility Customer Development Conflict Resolution

Other Skills

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Troubleshooting (Problem Solving)
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Prioritization
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Troubleshooting (Problem Solving)
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Communication
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Adaptability
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Teamwork
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Open Mindset
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Customer Service
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Empathy
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Problem Solving

Roles & Responsibilities

Ability to explain technical steps using clear language, including providing step-by-step instructions that non-technical users can easily follow.
Experience de-escalating challenging customer situations, such as calming frustrated users and guiding them through solutions without escalating conflict.
Manage a high-volume support queue, including evaluation cases, meeting response-time targets, and following documented prioritization criteria.
Diagnose issues by gathering details, reproducing errors, and documenting findings, using structured troubleshooting or root-cause analysis methods.

Requirements:

Provide troubleshooting and resolution for software, product, and technical issues.
Assess the scope and severity of client requests, ensuring appropriate prioritization and follow-through.
Communicate clearly and professionally with clients through phone, email, and other support channels.
Log and maintain all client interactions and case details within the CRM system (Salesforce).

Experian

Information Technology & Services

About Experian

Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 16,000 people in 37 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow. About Experian: Bringing data to life requires creativity, passion, flexibility and expertise. We want you to share in our success. That's why we offer rewards that recognise great performance. Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career. Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian. Read more at https://www.experianplc.com/careers/ Please note only shortlisted candidates will be contacted Our diverse workforce is part of the reason for our success. We want everyone to succeed, irrespective of their gender, ethnicity, sexuality, physical ability or age.

Company type: XLarge

Industry: Information Technology & Services

Founded: 2018

Company size: 10001

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Job description

Company Description

Experian is a global company in data services, helping organizations and consumers manage risk and make informed decisions. We empower individuals and businesses at important life moments, from purchasing a home to expanding customer bases. With over 125 years of experience, we specialize in data gathering, analysis, and fraud prevention. Our 21,700 employees across 30 countries are dedicated to innovation and creating opportunities for a better tomorrow. Recently ranked the fifth-best company to work for in Costa Rica, we prioritize inclusive culture, employee well-being, and career development. Join us at www.experian.com/careers to be part of our team.

Job Description

The Technical Support Analyst 1 professional delivers empathetic, solutions‑focused software support to clients, ensuring a positive experience during both routine inquiries and urgent situations. You will center on clear communication, thoughtful problem‑solving, and collaboration with our teams to resolve issues. Technical Support Analyst 1 team member contributes to a culture of learning, accessibility, and trust by educating clients, documenting solutions, and supporting continuous improvement in our products and services. You will report to our Client Services Operations Director.

Responsibilities

Provide troubleshooting and resolution for software, product, and technical issues.
Assess the scope and severity of client requests, ensuring appropriate prioritization and follow‑through.
Communicate clearly and professionally with clients through phone, email, and other support channels.
Log and maintain all client interactions and case details within the CRM system (Salesforce).
Escalate complex cases to the appropriate technical or product teams.
Facilitate knowledge articles to support client self‑service and internal team learning.

Qualifications

Ability to explain technical steps using clear language, including providing step‑by‑step instructions that non‑technical users can easily follow.
Experience de‑escalating challenging customer situations, such as calming frustrated users and guiding them through solutions without escalating conflict.
Manage a high‑volume support queue, including evaluation cases, meeting response‑time targets, and following documented prioritization criteria.
Experience working in dynamic environments, including adjusting workflows when processes, or customer needs change with little advance notice.
Diagnose issues by gathering details, reproducing errors, and documenting findings, using structured troubleshooting or root‑cause analysis methods.
Bachelor's degree preferred, plus 2+ years of hands‑on technical support experience in the healthcare IT field.

Additional Information

Benefits/Perks:

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.

This is a fully remote job opportunity. #LI-Remote

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 an important 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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