Experian is hiring a Client Support Analyst

Experian is looking for a Client Support Analyst to manage complex product issues and escalations, working directly with customers to achieve resolution. In this role, you'll be a critical point of contact for technical problem-solving and relationship building.

What You'll Do

• Troubleshoot complex product and technical issues to determine severity and scope and respond accordingly.
• 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.
• 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 and training, development and provide feedback on our tools and customer experience.
• Communicate with customers regarding support cases.
• Manage all client related issues through the 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.
• 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.

What We're Looking For

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

Nice to Have

• 2 years' experience in the healthcare IT industry.
• 2 years' experience reading 837 and CSV remittance files.
• Bachelor's degree in Business, Healthcare Management, or related field.

Technical Stack

• Salesforce (CRM)

Benefits & Compensation

• $63,964 - $110,872 compensation range
• 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.

Work Mode

This role operates on a hybrid work model.

Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities.