Client Support Analyst

Experian•Franklin, TN

4d•Hybrid

About The Position

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

Manage complex product issues and escalations and work with customers to resolution.
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

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