FSD Integrated Support Agent - TSC

Job description

Job Description

The Help Desk Technician is responsible for providing first and second-level technical support to clients through phone and email. They must meet the required number of online hours daily and follow established procedures to resolve or escalate issues.

Responsibilities

• Handle incoming client requests related to company products, services, or applications 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 when required.
• 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 new or existing technicians.
• Suggest process improvements and contribute to departmental efficiency.
• Remain open to feedback and committed to continuous improvement.

Qualifications

• Minimum of 1- 2 years of call center experience, 1 year in the technical support area a plus.
• Strong PC, Internet knowledge (internet explorer, Firefox, and Chrome), troubleshooting supporting via phone and email, (FTP, XML, Json, AD – nice to have).
• Problem solving, analytical skills.
• Advanced English Language skills, both verbal and written. (85% or above).
• Proven previous job stability, including maintaining long-term work relationships with former employers.
• Must be able to clear the company’s pre-employment screening.

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, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 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.

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.