HelpDeskTechnician

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries. You will provide first and second-level technical support to clients through phone and email. You will meet the required number of online hours daily and follow established procedures to resolve or escalate issues. ## Qualifications * Handle incoming client requests related to company products and services through phone and email, ensuring accurate support. * Identify the source of the issue and guide the user through the resolution process using internal and external resources. * Document and update all case activity daily in the ticketing system, following departmental guidelines. * Respond to emails and maintain daily follow-up to ensure case progress. * Follow all internal procedures, policies, and standard operating procedures (SOPs) as defined by the department. * Participate in scheduled after-hours on-call support. * Assist peers with second-level troubleshooting and more complex cases. * Handle escalated issues assigned by the Manager, Supervisor, or Lead, including joining conference calls with internal or external clients. * Support training and cross-training of our technicians. Suggest process improvements and contribute to departmental efficiency. ## Additional Information 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 s