Customer Service Analyst

Full-time

Employee Status: Fixed Term

Role Type: Hybrid

Department: Customer Service

Schedule: Full Time

**Company Description**:
We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.

We also help people to check their credit report and credit score, and protect against identity theft. In 2020, for the sixth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”

We employ approximately 20,000 people in 40 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.

Working within the EMEA CSDA Operations Spain Application Support teams, contributing to client satisfaction by providing 1st line support to clients to resolve client´s incidents and requests following stablished procedures and tools.

**Main responsibilities**
- Learn the basic concepts involved on different Experian products and services and being able to recognize them when used by client or resolver groups to ensure accurate communication and being able to tell how critical an incident is according to stablished SLA with clients, depending on affected environments, impacted clients, functionalities, etc.
- Manage client’s expectations by excellent communication skills
- Being able to analyze and synthetize the client’s needs and to identify if the incident is technical related or business related.
- Raise tickets in ITSM tool providing a clear and accurate details of client’s incident/request.
- Resolve incident/request on first call when applicable
- Contacting different teams to ensure the incident’s resolution (Spanish or English when required).
- Being able to gather more information from client when requested by resolver teams.
- Generate extracts using Experian tools.
- Ability to read a log file and understand possible causes of an incident.
- Manage processes as per best practices (Experian and ITIL).
- Follow procedures for logging and resolving incidents/requests (Specific incident management processes are used for critical (P1/P2) incidents.)
- Generate incident/request detailed reports upon request
- Ensure quality of information logged in ITSM tool is accurate across incident/request lifecycle.
- Follow post incident reviews processes.
- Follow change management processes.
- Follow continuous improvement processes
- This position can require of a 24x7 on call rota (shift) participation schema

**Teamwork**
- Actively seeks to share knowledge within the team.
- Work closely with the other members as directed by Team Lead

**Qualifications**

REQUIRED KEY SKILLS (FUNTIONAL / TECHNICAL)
- Experienced in similar position (Service Desk or client services team)
- Experience of working in a customer focused business/technical support function
- Personal organization skills, agility performing tasks and both oral/written communication skills

**Other Skills**:

- Ownership and Commitment
- Emotional Intelligence
- Learning Agility
- Customer Centricity
- Judgement and Common sense
- Risk Management
- Technology and business Integration

**REQUIRED QUALIFICATIONS / EXPERIENCE**
- Experience in Customer Service/Support, Contact Center, Sales or relevant Client facing teams.

**Additional information**

**DESIRED**
- Familiar with SLAs and KPIs measurement
- Advanced to Fluent English (B2/C1)
- Knowledge of ITIL frameworks

**Qualifications**:

- Experienced in similar position (Service Desk or client services team)
- Experience of working in a customer focused business/technical support function
- Personal organization skills, agility performing tasks and both oral/written communication skills

**Other Skills**:

- Ownership and Commitment
- Emotional Intelligence
- Learning Agility
- Customer Centricity
- Judgement and Common sense
- Risk Management
- Technology and business Integration

**Desired**:

- Familiar with SLAs and KPIs measurement
- Advanced to Fluent English (B2/C1)
- Knowledge of ITIL frameworks

**Additional Information**:

- Experian across EMEA and APAC leverages cutting edge data science, inclusion and start-up mindsets to build tomorrow's credit solutions. Innovation is a critical part of Experian's DNA and practices. As is our diverse workforce, which drives ou