Remote Scouter

Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We’re a constituent of the FTSE 30 and for more than 125 years we’ve helped economies and communities flourish – and we’re not done.

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. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. Experian prioritizes our culture and look to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.

We have 23,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.

Role Summary

This role is a Service Desk Technician supporting Experian’s North American Contact Center, also known as the MCE. The key role of the MCE Service Desk is to be the single point of contact to address and quickly resolve technical issues raised by the end user. The Service Desk operates as a technical resource providing support, testing, and initial triage whenever issues arise within contact center applications. We also manage and maintain all hardware required for the 1200+ agents we support.

Knowledge, Skills and Experience

Key Responsibilities

• Provides Tier 1 support (and as assigned Tier 2 support)
• Addresses technical issue inquiries received via phone, ticket portal, chat, and email.
• Provides after-hours on call support, as scheduled and/or needed
• Escalate trouble tickets when required
• Manage tickets in a timely manner, including opening, updating, and closing
• Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
• Work and interface with end users on a daily basis. Install, configure, and support client workstations and laptops
• Assist Systems Administrators, Manager and Director in specific project tasks as directed Management inventory of equipment
• Reimage laptops as needed
• Other tasks as assigned

Qualifications

• Must be able to demonstrate the ability of maintaining privacy and confidentiality, critical thinking skills, follow company policies and procedures
• Must have strong customer focus, a demonstrated ability to work within a team of service-oriented individuals, and excellent customer service skills
• Must be able to manage multiple priorities and track own activities and tasks; performing work as prioritized by a supervisor, and escalating conflicts and issues appropriately and in a timely manner
• Ability to take directions well and follow detailed instructions
• Experience working within a technology support organization
• Analytic skills in a call center environment desired

Requirements:

• High School Diploma or GED Ability to plan, organize, and implement projects in a timely manner
• Ability to work in a high energy, fast paced environment
• Ability to research, review and act independently when needed
• Proficient in Microsoft Office Suite Professional and courteous communication skills (both oral and written skills)
• Experience working with Cisco PCCE applications, Service Now, VDI environments, and remote desktop support tools a plus
• Experience with JIRA and Confluence, OKTA, and MS Active Directory a plus

This is a permanent home-based role in Costa Rica. No relocation available.

Culture at Experian

Our uniqueness is that we truly value yours.

Experian's culture, people, and environments are key differentiators. We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on!

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 Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here