Company Description

Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. Also, for the last five years we've been named in the 100 "World's Most Innovative Companies" by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within the customer credit lifecycle. Fueled by the best data and technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

Job Description

We are seeking a Technical Product Specialist to join our team and manage client support. This customer-facing role requires the ability to plan and track support issues, explain the technical specifications of our product, and coordinate the issue resolution and dependencies with other teams within Experian. The ideal candidate will provide dashboards on support status to leadership and define strategies for improvement and efficiency. Additionally, this role involves tracking metrics to capture the efficiency of the support process, ensuring a seamless and effective experience for our clients.

As the ideal candidate, you’ll need to be able to quickly prioritize opportunities and be an exceptional time manager with focus on details and organization. You should have experience identifying, evaluating, and recommending strong client centric solution opportunities. You will partner with a broad array of internal stakeholders including other members of our world-class Development, Product, Sales, Legal, Compliance, Operations, and Marketing teams. You should be comfortable with ambiguity, shifting priorities and be a world class problem solver, working across functional units to ensure client satisfaction.

What you’ll be doing

• Manage client support issues, ensuring a seamless and effective experience.
• Plan and track active issues, coordinating internal dependencies with other teams within Experian.
• Holding periodic meetings with Sales, Product Management and Product Development on client specific issues and prioritizing those to be addressed by Product Development through the Agile sprint process using tools such as Jira and Confluence.
• Ability to understand technical specifications of the product, with strong knowledge in API, JSON, AWS, monitoring, and troubleshooting techniques.
• Basic understanding of Database tables and analytical tools (e.g., Excel, Tableau)
• Working with the Product Manager and stakeholders to understand the business problem and voice of the customer and identify the capabilities to add to the product
• Review and support product documentation activities
• Provide regular status updates to clients through the broader support organization
• Develop and present dashboards on support status to leadership, defining strategies for improvement and efficiency.
• Develop and implement support strategies to enhance efficiency and client satisfaction.
• Identify and track key metrics to measure the success and efficiency of the support process.
• Continuously improve support processes based on feedback and performance data.

Qualifications

What your background looks like

• Bachelor’s degree in engineering, or a technical field preferred.
• 3+ years of relevant technical product management experience in technical product development roles focused on client support
• 3+ years of experience with new product planning and delivery, from concept to feasibility to development and launch
• Have a focus on continuous learning and improvement - our product changes all the time, and you will regularly need to learn about our new products and services so that you can efficiently help clients and recommend new features that will help improve their business.
• Assist in diagnosing and troubleshooting client software issues
• Prioritize and escalate client software issues to the cross-functional development and support teams, ensuring timely resolution
• Experience in technical support or client success roles a plus
• Contribute to, review, and update our knowledge database which allows clients to find answers to their questions.
• Be highly entrepreneurial and comfortable working in a fast-paced environment.
• Possess excellent interpersonal skills with the ability to think and communicate creatively, thoughtfully, and adeptly with diverse technical and non-technical groups, spanning all organizational levels.
• Familiar with API systems, JSON, AWS, Excel, Tableau, Jira, ServiceNow, and other monitoring and troubleshooting techniques
• Location in Costa Rica

Additional Information

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

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.

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