Help Desk Technician II

 

You will provide first and second-level technical support to clients through phone and email. You will meet the required number of online hours daily and follow established procedures to resolve or escalate issues.

 

Responsibilities

• Handle incoming client requests related to company products and services through phone and email, ensuring accurate support.
• Identify the source of the issue and guide the user through the resolution process using internal and external resources.
• Document and update all case activity daily in the ticketing system, following departmental guidelines.
• Respond to emails and maintain daily follow-up to ensure case progress.
• Follow all internal procedures, policies, and standard operating procedures (SOPs) as defined by the department.
• Participate in scheduled after-hours on-call support.
• Assist peers with second-level troubleshooting and more complex cases.
• Handle escalated issues assigned by the Manager, Supervisor, or Lead, including joining conference calls with internal or external clients.
• Support training and cross-training of our technicians.
• Suggest process improvements and contribute to departmental efficiency.

 

• 1- 2 years of call center experience, 1 year in the technical support area.
• You have PC Skills and Internet knowledge, including proficiency in internet explorer, Firefox, and Chrome.
• You can troubleshoot and provide support by phone and email.
• You have experience with FTP, XML, Json, and AD.
• You have Advanced English Language skills, which include. (85% or above).
• Schedule: Tuesday to Saturday - 9am to 6pm

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.

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their 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.