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Technical Customer Support Manager - API

Experian is an Equal Opportunity Employer Including Disability/Veterans Job Number: 19119 Costa Mesa, California

Description

Experian is the leading global information services company, which helps organizations to manage credit risk, prevent fraud, provide data security and automate decision making. With operations stretching globally, Experian is 17,000 people strong, supporting clients and operations in more than 80 countries. Generating nearly $5 billion in revenue annually, Experian is primed for growth and searching for the most talented and innovative people to join our family and take us to new heights.

Experian Mortgage brings verification products and analytics to its clients through its partnership with industry leader Finicity. Through this partnership, Experian’s Transactional Service team offers Fincity’s verification suite of products while also powering new Experian opportunities like UltraFICO and Experian Scoreboost.

Reporting to the Head of Technical Product, the Technical Customer Support Manager provides quality, professional product support to new and existing Transactional Services customers. The individual works with client technical and business teams to assess, document and resolve basic customer issues within an inbound contact center. Responds to routine inquiries of a technical nature and handles problem resolutions that may require follow-up and/or escalation to resources with a higher level of expertise.


Essential Duties and Responsibilities

  • Be a primary point of contact for ensuring that client support issues related to the products are tracked and managed through processes, reviews, prioritization and communication across both Experian and to our customers.
  • Assists with customer account set ups and delivery of technical knowledge and integration, especially in the onboarding (implementation) phase.
  • Provides customer service to answer technical questions about how the Finicity service platform works, and to help resolve customer usage difficulties.
  • Work with customers during and after product integration using problem solving techniques. This may involve analyzing code and other documents for clues, writing scripts, training customers how to use the product effectively, running reports and completing file transfers.
  • Provide status updates on assigned work to management and account management staff.
  • Produce documentation related to these activities: release notes, installation guide, operations guide, troubleshooting guide etc.
  • Participate in improvement projects e.g. tool development for support, enhancement of monitoring solutions (application performance & alerting), task automation etc.
  • Help articulate and define mitigation and prioritization strategies for support issues as they appear.
  • Performs other duties and responsibilities as assigned.

Knowledge, Experience & Qualifications

Knowledge & Experience
  • Strong customer focus and ability to interact successfully with both technical and non-technical audiences and proven problem-solving skills are essential.
  • Candidate must have a fundamental understanding of software product development tasks and workflow.
  • Solid knowledge of front-end and back-end programming languages as they pertain to web applications and integration of API’s: C#, Java, PHP, JavaScript, HTML, Angular, Node, etc.
  • Requires a solid base of technical skills and experience with API’s, HTTP and FTP, and understanding the roles of IT Operations functions.
  • Experiences with product development life-cycle tasks are complementary.
  • Good written and oral communication abilities are a must. Ability to collaborate and articulate concepts a must.
  • 3-5 years of previous experience in a customer facing or customer service role.
  • Excellent English communication skills, both written and verbal.
  • Bachelor’s degree or equivalent work experience preferred.