Ascend / TSC Technical Support

Technical Support Engineer – Client Solutions

About Experian:

Ready to join a company that powers opportunities globally? Experian isn’t just a global data and technology company; we’re architects of opportunity, helping individuals and businesses thrive. We leverage our unique blend of data, analytics, and software solutions to redefine industries – from modernizing lending practices and fighting fraud, to simplifying healthcare and gaining deep insights into the automotive market. Millions also turn to us to achieve their financial goals and save valuable time. Operating across diverse sectors including financial services, healthcare, automotive, agribusiness, and insurance, we are committed to investing in our people and cutting-edge technologies to unlock the full potential of data. As a prestigious FTSE 100 company (EXPN) with a vibrant team of 22,500 across 32 countries, headquartered in Dublin, Ireland, we offer a truly global impact. Learn more about our mission at experianplc.com.

The Opportunity:

Become a vital part of our Client Services team, where you will be the key to delivering exceptional technical support. This role is perfect for a dedicated problem-solver who thrives on helping clients navigate and succeed with our complex technical products. You’ll utilize your technical support expertise to provide timely and effective remote assistance, ensuring our clients experience the maximum value from their Experian solutions.

What You’ll Do:

• Deliver expert remote technical support to Experian clients via platforms like Salesforce, as well as email, chat, and phone.
• Strive for first-time resolution on client cases through meticulous analysis, investigation, documentation review, and hands-on troubleshooting.
• Collaborate seamlessly with internal teams, including product development, to tackle intricate technical issues and ensure timely escalation.
• Contribute valuable insights during the design and testing phases of exciting new projects.
• Maintain thorough and accurate documentation of all client interactions, including troubleshooting steps, resolutions provided, ownership, and planned follow-ups.
• Help build and refine our knowledge base through the Knowledge Centered Service (KCS) methodology.
• Continuously learn and stay ahead of the curve on product updates, new features, and relevant industry trends.
• Handle other assigned tasks as needed to support team objectives.

What You Bring:

We’re looking for a passionate support professional with the following qualifications:

Experience:
• 1-3 years of experience in a Desktop Support, Help-Desk, or similar IT support role.
• 1 year of experience in a contact center environment.

Technical Skills:
• Solid technical proficiency with:
• Windows Server/Linux environments
• Command Line Interface (CLI)
• FTP
• Data formats like XML and JSON
• Active Directory (AD)

Education & Language:
• A Bachelor’s degree or equivalent practical experience.
• English proficiency (B2 level or higher).

Why Join Experian?

Why join Experian? Because we’re not just building technology; we’re building an exceptional workplace. Our people-first approach is not just a slogan – it’s award-winning, recognized globally as a World’s Best Workplace™ (Fortune Top 25, 2024) and a Great Place To Work™ in 24 countries. We genuinely care about what matters to our people, fostering a culture of Diversity, Equity, and Inclusion (DEI), prioritizing work/life balance, investing in development, celebrating authenticity and collaboration, promoting wellness, offering robust reward & recognition programs, and supporting volunteering initiatives.

We offer a comprehensive benefits package designed to support your well-being and future, including: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home options, generous Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding time, Bereavement Leave, Referral Program, and more.

Our uniqueness is that we celebrate yours. We invite you to explore #ExperianLife on social media or visit our Careers Site to truly understand what makes working here special.

Commitment to Diversity, Equity & Inclusion:

Experian is proudly an Equal Opportunity and Affirmative Action employer. Innovation thrives in our diverse environment, and it’s our varied workforce that drives our success. We believe everyone can succeed at Experian and bring their whole self to work, regardless of 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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