Platform Support Specialist

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

As a Platform Support Specialist, you are responsible to help answer questions and perform troubleshooting of platform issues for internal customers and internal stakeholders.

You are responsible for managing a queue of incoming support requests and ensuring tickets are handled within established SLAs. This position requires daily customer contact with the ability to fully determine the nature of a request and either resolve or escalate the issue appropriately. You will provide valuable and positive experiences with each customer interaction.

What you will do

• Manage our intake project board, and lifecycle
• Support incident tracking and resolution
• Work with a cross functional team to resolve consumer concerns
• Perform minor administrative tasks within our Agent Desktop platform, including reporting requests
• Fully Triage/Research/Troubleshoot platform issues submitted by internal customers and colleagues
• Engage and respond to internal Agent desktop Ops support inquiries; determine support needs and draft basic requirements
• Provide timely ticket updates and ensure SLAs are achieve
• Ensure tickets of concern are identified, properly coded and escalated appropriately
• Fully and clearly document all details and troubleshooting steps in each ticket
• Compile, and report enhancement requests for further direction, prioritization, and implementation
• Directly engage and collaborate with build teams to quickly resolve customer issues or reported bugs
• Help to maintain internal Agent desktop guides & technical resources
• Provide input into the agent-facing knowledge base

What experience you need

• 1-2 years of related support/service experience
• Strong technical aptitude to learn about our Agent Desktop platforms and solutions
• Experience supporting escalated customer requests and bug
• Tenacious commitment to uncovering the root cause of issues
• Ability to effectively communicate technical concepts to non/less-technical users
• Ability to identify requirements and categorize issues
• Attention to detail with a "get it done" attitude
• Initiative to challenge processes & improve results.
• Willingness to work in a 24x7 on call setting
• Excellent communication skills, verbal and written, and time-management skills
• Dependable, motivated, self-starter, with the ability to direct work efforts independently

What could set you apart

• Basic knowledge of company tools (JIRA, Salesforce, etc.)
• Basic knowledge of web technologies/tools (HTML, XML, Web Services, API, relational data, etc.)

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Primary Location:
USA-Atlanta JV White

Function:
Function - Project, Program and Process Management

Schedule:
Full time