About this role
As a Client Support Analyst, you will manage complex product issues and escalations and work with customers to resolution.
You'll have the opportunity to:
Troubleshoot complex product and technical issues to determine severity and scope and respond accordinglyParticipate in project management and oversightManage issues and questions escalated from Customer Support, Account Management, and Implementation teamsTroubleshoot and escalate complex issues to technical and product resources with the appropriate information to resolve customer inquiriesLead technical troubleshooting sessions with customers and internal technical teamsMaintain ownership of customer communication and follow-up when issues are escalated to product development teamsUse prior knowledge, experience and tools available to provide solutionsStay current on product offerings and training, development and provide feedback on our tools and customer experience to improve our products Communicate with customers regarding support casesManage all client related issues through Client Relationship Management tool (CRM) – SalesforceManage and troubleshoot customer and user configurations.Educate and empower customers to maximize use of products, tools, and servicesMonitor system status and health of the productsMaintain internal and external Knowledge Database (KCS, Knowledge Center Solutions) and use to assist troubleshootingLeverage every customer as an opportunity to strengthen the relationship between the customers and the Experian brand 2 years' experience in an analytical role, along with supporting clients2 years' experience in the healthcare IT industry is beneficial, but not required2 years' experience reading 837 and CSV remittance files, is beneficial, but not requiredBachelor's degree in Business, Healthcare Management, or related field is beneficial, but not requiredAssist the team with holiday coverage as operationally needed and is managed on a rotational basis Benefits/Perks:
Great compensation package and bonus planCore benefits including medical, dental, vision, and matching 401KFlexible work environment, ability to work remote, hybrid or in-officeFlexible time off including volunteer time off, vacation, sick and 12-paid holidaysExplore all our exciting benefits here: https://yourexperianbenefits.com/cand-index.htmlAt Experian, our people and culture set us apart. We're deeply committed to creating an environment where everyone feels they belong and can excel. From inclusion and authenticity to work/life balance, development, wellness, collaboration, and recognition, we focus on what truly matters. Our people-first approach has earned us global recognition: World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ 2025 in 26 countries, and Glassdoor Best Places to Work 2024, among others.
Want to see what life at Experian is really like? Explore Experian Life on social or visit our careers site.
Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. You will be also eligible for a variable pay opportunity.
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. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.