Client Technical Support Senior

Company Description

Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We’re a constituent of the FTSE 30 and for more than 125 years we’ve helped economies and communities flourish – and we’re not done.

Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ ‘big-thinkers’ and ‘can-doers’ that share our purpose #uniquelyexperian

Job Description

The Senior Technical Support Analyst (Sr. Analyst) is responsible for supporting EDQ clients with on premise and hosted application issues, while enabling their peers to provide exception client experiences. The Sr. Analyst will remove technical roadblocks and assist the leadership team with administrative tasks, while leading by example. The Sr. Analyst will act as an escalation point for the Tier I EDQ analyst team and will proactively contribute to the technical knowledge resource creation.

Functions and responsibilities:

• Managing an individual case load of complex technical support tickets
• Acting as a first line of assistance for Tier I Analysts for complex issues
• Participating in the onboarding process design and technical training for new analysts and new products
• Adopts Knowledge Centered Service (KCS) framework acting as a methodology champion by motivating and influencing the team in adopting the KCS methodology
• Identifying areas of improvement for the team and participating in the design and implementation of necessary action plans
• Running the daily case review stand up, as required
• Managing communication with internal and external stakeholders effectively and in a timely manner
• Executing and improving the Quality Assurance process, including providing feedback to peers
• Mentoring Tier I analysts on an individual basis and identifying and addressing technical knowledge gaps, as required
• Other duties as required
• Supporting data analysis for trends detection and proves improvement recommendations

Qualifications

• 3-5 Years of desktop support, help desk or IT-related support experience
• English Level B2
• BA degree or equivalent
• At least 2 years of EDQ product experience
• Strong communication and interpersonal skills
• Microsoft Office proficiency
• Analytical skills

• Lean Six Sigma experience, with committed interest in pursuing a Yellow Belt Certification preferred
• Experience in working in Salesforce and NICE CXOne
• Familiarity with Knowledge Centered Service (KCS) principles
• Ability to organize and manage multiple tasks and priorities
• Ability to resolve issues over the phone utilizing remote control tools
• Communicate clearly and concisely, both orally and in writing
• Able to work non-standard business hours as required

Additional Information

Our uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian’s strong 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.