Experian is looking for a Client Technical Support Agent to join our team. In this remote role, you will deliver software support to clients in the healthcare revenue cycle space, responding promptly to routine and emergency requests. You will be a crucial link between our clients and our technical and product teams.
What You'll Do
- Troubleshoot product and technical issues.
- Assess the severity and scope of issues, inquiries, and requests.
- Communicate with clients by phone and email.
- Log and manage all client-related issues in our CRM tool, Salesforce.
- Escalate complex issues to technical and product teams with complete and accurate information.
- Manage customer and user configurations.
- Educate and empower customers to maximize the use of products, tools, and services.
- Stay current on all product and service updates.
- Monitor system status and communicate issues internally and externally.
- Initiate proactive customer communications.
- Apply Knowledge-Centered Service (KCS) practices, including maintaining knowledge articles for internal and external use.
- Document solutions in reusable articles to support future issue resolution.
- Foster relationships between customers and the Experian brand through every interaction.
What We're Looking For
- 2+ years’ experience with research and reconciliation skills.
- 2+ years’ experience in Healthcare IT, Healthcare technical support, or the Healthcare SaaS industry.
Nice to Have
- A Bachelor's degree.
- Proficiency with Salesforce.
Technical Stack
- Salesforce
Benefits & Compensation
- Great compensation package and bonus plan.
- Core benefits including medical, dental, vision, and matching 401K.
- Flexible work environment, with the ability to work remote.
- Flexible time off including volunteer time off, vacation, sick days, and 12-paid holidays.
Work Mode
This is a remote position. The base pay range varies by geographic market.
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.
