Company Description

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 realise 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

Job Description

At Experian Health, our employees have the opportunity to shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities.

Reporting to the Manager of Client Services, you will have responsibility for ongoing support of our clients, after Experian Health products have been implemented.

You will manage complex product issues and work directly with clients to resolution or coordinate resolution with our product owners and development resources. You will have responsibility for ongoing support and education of our clients, along with documentation and workflow responsibilities.

You will:

• Accept initial client contact for support through different media channels, online support tickets, phone, email, and chat
• Be responsible for detailed first-level support, troubleshooting and problem resolution
• Monitor system and product status and participate in corrective workflows
• Assign and categorize support tickets, to appropriate teams
• Notify clients of the status of their support tickets
• Verify support ticket closure and ongoing client communications
• Escalate complex issues to technical and product resources with the appropriate information to resolve
• Participate in and coordinate meetings for technical troubleshooting sessions with customers and our teams

Qualifications

Qualifications:

• 2-3 years' experience specific to Technical Customer Support and Customer Service.
• Ability to communicate clearly with technical, as well as non-technical clients is critical
• Comfort working in a fast-paced, multi product support environment
• Analytical, intensive research and reconciliation skills required
• Willing/able to accommodate on call evenings and weekends on occasion

Benefits/Perks:

• Remote from within the US
• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

Additional Information

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, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's 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 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.

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