Client Support Analyst

Experian • Franklin, TN

2d • Hybrid

About The Position

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. You will manage complex product issues and escalations and work with customers to resolution. You will have the opportunity to: Troubleshoot complex product and technical issues to determine severity and scope and respond accordingly Assist the team with holiday coverage as operationally needed and is managed on a rotational basis Participate in project management and oversight Manage issues and questions escalated from Customer Support, Account Management, and Implementation teams Troubleshoot and escalate complex issues to technical and product resources with the appropriate information to resolve customer inquiries Lead technical troubleshooting sessions with customers and internal technical teams Maintain ownership of customer communication and follow-up when issues are escalated to product development teams Use prior knowledge, experience and tools available to provide solutions Stay current on product offerings, training, and development and provide feedback on our tools and customer experience to improve our products Communicate with customers regarding support cases Manage all client related issues through Client Relationship Management tool (CRM) – Salesforce Manage and troubleshoot customer and user configurations. Educate and empower customers to maximize use of products, tools, and services Monitor system status and health of the products Proactively maintain internal and external Knowledge Database (KCS = Knowledge Center Solutions) and use to assist troubleshooting Leverage every customer as an opportunity to strengthen the relationship between the customers and the Experian brand

Requirements

• 2 years' experience in an analytical role, along with supporting clients

Nice To Haves

• 2 years' experience in the healthcare IT industry is beneficial, but not required
• 2 years' experience reading 837 and CSV remittance files, is beneficial, but not required
• Bachelor's degree in Business, Healthcare Management, or related field is beneficial, but not required

Responsibilities

• Troubleshoot complex product and technical issues to determine severity and scope and respond accordingly
• Assist the team with holiday coverage as operationally needed and is managed on a rotational basis
• Participate in project management and oversight
• Manage issues and questions escalated from Customer Support, Account Management, and Implementation teams
• Troubleshoot and escalate complex issues to technical and product resources with the appropriate information to resolve customer inquiries
• Lead technical troubleshooting sessions with customers and internal technical teams
• Maintain ownership of customer communication and follow-up when issues are escalated to product development teams
• Use prior knowledge, experience and tools available to provide solutions
• Stay current on product offerings, training, and development and provide feedback on our tools and customer experience to improve our products
• Communicate with customers regarding support cases
• Manage all client related issues through Client Relationship Management tool (CRM) – Salesforce
• Manage and troubleshoot customer and user configurations.
• Educate and empower customers to maximize use of products, tools, and services
• Monitor system status and health of the products
• Proactively maintain internal and external Knowledge Database (KCS = Knowledge Center Solutions) and use to assist troubleshooting
• Leverage every customer as an opportunity to strengthen the relationship between the customers and the Experian brand

Benefits

• Great compensation package and bonus plan
• Core benefits including 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees