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Help Desk Team Lead

Gabi

Gabi

Heredia Province, Heredia, Costa Rica
Posted on Sunday, June 9, 2024

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

  • Spend defined time on the phones daily and provide queue assistance.
  • Maintain the overall technical expertise of TSC phone agents for the supported products and applications through knowledge gaps and trends analysis.
  • Provide on-call support when necessary, including acting as subject matter expert for applications and products supported.
  • Ensure that the service desk agents properly handle all Internal and/or external client inquiries received via e-mail or phone or other client facing method.
  • Monitor the phone queues and balance skill sets (via CXone) throughout the day to ensure that customer service levels are maintained.
  • Perform quality checks for both emails and phone calls to provide feedback and coaching to team members.
  • Assist the department supervisor as appropriate with personnel matters, including disciplinary actions, PIPs and other functions.
  • Ensure that the service desk phone queue skills are properly handled at the end of the day and that the off hours options are available to callers.
  • Conduct one-on-one meetings with TSC phone agents to identify areas for improvement and help with development plans if needed.
  • Assist the department supervisor with pre-screening, Interviewing, evaluating, and making hiring decisions.
  • Ensure that the service desk agents provide the best possible service and support using advanced technical and customer service techniques.
  • Ensure that the departmental technical and support knowledgebase is updated with the latest information, including tips, workarounds, and new procedures.
  • Provide training as needed to both new and existing employees and maintain and regularly update the departmental training materials.
  • Coordinate and send broadcast email messages as needed for internal company systems and application degradations and outages. (e-SNAP)
  • General management skills and knowledge
  • Capable of working with the department supervisor to foster a teamwork environment.
  • General understanding of the Experian IT infrastructure and Experian technical environment
  • Assisting with resolving client escalations.
  • Create and execute plans for process improvement.

Qualifications

  • Advanced knowledge of company products, services, and applications
  • 4 years of customer service experience and/or previous experience in a call center
  • Advanced problem solving and analytical skills.
  • Advanced customer service – technical support skills.
  • Advanced oral and written communication skills.
  • Ability to work in a team environment.
  • Good leadership skills.
  • Certifications such as PMP, empower or experience with Agile methodologies are a plus.
  • Experience creating and managing tickets through Salesforce and Service Now.
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to successfully deal with complex escalations.
  • Energetic and motivating individual
  • Creative thinking

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.