Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
Synopsis of the role:
Join our Advanced Delivery Systems team as a Technical Customer Service Specialist, where you'll be the crucial first point of contact for our customers. You'll provide expert first-level network and application support, ensuring the seamless delivery of Equifax's consumer and commercial products and services. Acting as the primary liaison, you'll bridge the gap between our clients and internal teams, facilitating system configurations, modifications, and contributing to special projects and initiatives.
This role involves daily interaction with our members via phone and email, addressing their technical inquiries and requests. You'll also participate in a 24/7 on-call rotation, providing critical support for Production Severity 1 and 2 incidents.
What you'll do:
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Customer Support: Efficiently handle and track incoming customer inquiries via email and telephone, providing timely and accurate resolutions.
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Project Collaboration: Offer expert input and guidance to internal and external clients during project planning and execution.
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Technical Administration: Create and administer test files on databases and manage credential code setups.
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Reporting and Documentation: Generate customer notification letters, system performance, and change reports. Develop and maintain comprehensive customer-facing manuals and product/process documentation.
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Service Level Management: Ensure strict adherence to SLA compliance activities.
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Incident Management: Support incident management protocols, including internal and external communication and incident report generation.
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System Monitoring: Perform network and server monitoring and reporting to provide proactive customer updates.
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Business Continuity: Liaise with customers on disaster recovery and business continuity exercises.
What Experience You Need:
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Proven track record of strong communication and interpersonal skills.
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Minimum 5 years of experience in a call center environment.
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At least 3+ years of experience providing direct technical support.
What could set you apart:
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Proficiency with ticket/issue tracking software (e.g., Jira, ServiceNow).
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Advanced proficiency on GSuite.
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Experience working with Cloud technologies
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Knowledge of debugging FFF, XML, and JSON-based API integrations.
We offer comprehensive compensation and healthcare packages, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Who is Equifax?
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life's pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.