Bilingual Technical Support Specialist - L1

Synopsis of the role

The Bilingual Technical Support Specialist - L1 is responsible for the escalated support of all clients that are accessing via the Internet to access various Equifax products and services. Support includes troubleshooting, explanation of various access methods, fulfillment and activation. In this role, you will be interacting directly with these customers to both help them make better use of our service as well as gathering feedback and recommendations for our product team to further enhance our offering.

What you’ll do

• Support our customers, our interaction with customers is primarily through email, chat and phone calls. You will be talking directly with customers.

• Champion the needs of our customers our product and service offering is heavily driven by customer requests and suggestions. In this role, you will be in a position to distill customer feedback and push for additions and improvements that will better serve our entire customer base.

• Be exposed to a wide range of technology with our monitoring system.

• Manages all related documentation, including client agreements, process mapping documentation, including updates/distribution/archiving. Assists with dept internet audits as required.

• Keeps up-to-date on product knowledge. Assists with training of new employees and coaching/training of existing reps on new products and services.

• Work closely with the rest of the team You will get a chance to work alongside Technology, marketing, sales and operations, sharing your experiences and learning from theirs. This is a great opportunity for individuals who love technology and are looking to branch out and take on more responsibilities in a growing business unit within a larger company.

• Highly motivated to succeed, team player, fast learner with strong problem-solving skills, knowledge of B2B, financial services, and/or credit industry.

What experience you need

• Ability to speak clearly & confidently about technology and internet concepts and interact with technical and business customers via email, phone and chat

• Familiarity and technical understanding of core Internet technology.

• Have general experience with basic Windows operation and administration.

• Strong organizational skills and the ability to properly prioritize operations, customer impacting issues and project tasks.

• Bachelor's degree or college diploma in Computer Science or an equivalent combination of training and experience is desirable.

What could set you apart :

• Experience with G Suite products

• Familiarity with ticketing platforms like ServiceNow

• Proficiency in Jira

This is an existing position.

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