Client Support Analyst II

1 week ago


Costa Mesa, California, United States Experian Full time
Job Overview

Company Overview:
Experian is a leading global data and technology firm, dedicated to creating opportunities for individuals and businesses worldwide. Our mission encompasses redefining lending practices, combating fraud, streamlining healthcare, developing marketing solutions, and providing in-depth insights into the automotive sector, all through our unique blend of data, analytics, and software solutions.

We operate across various sectors, including financial services, healthcare, automotive, agribusiness, and insurance, among others.

Our commitment to investing in talent and cutting-edge technologies enables us to harness the full potential of data. As a proud member of the FTSE 100 Index, listed on the London Stock Exchange, we employ a diverse team of 22,500 professionals across 32 countries, with our corporate headquarters located in Dublin, Ireland.

Position Summary:

In this role, you will report directly to the Senior Manager of Production Support, focusing on our Partner Solutions client/member platform and its associated services and systems. Your primary objective will be to deliver exceptional customer service while addressing and resolving application-related issues for our clients.

Key Responsibilities:
  • Investigate and troubleshoot intricate software challenges presented by clients/members.
  • Manage and prioritize alert/exception conditions identified by our Operations teams.
  • Develop and execute SQL queries to facilitate issue investigation and analysis.
  • Review error logs and database content to ascertain the root cause of problems.
  • Document and implement workaround solutions wherever feasible.
  • Record steps to replicate issues for both internal and external stakeholders.
  • Create and maintain documentation for processes, procedures, and technical instructions for future reference.
  • Generate and manage production/staging support tickets.
Qualifications:
  • A minimum of 3 years of experience in development or technical support.
  • Proficient in supporting platforms utilizing API and SDK integration.
  • Familiarity with Linux, PHP, HTML, JavaScript, CSS, XML, MySQL, and Shell scripting.
  • Strong understanding of troubleshooting and implementing web technologies.
  • Knowledge of Amazon cloud technologies.
  • Comprehension of programming and software development principles.
  • Ability to solve problems and collaborate with customers until resolution.
  • Willingness to participate in on-call activities on a rotational basis.
  • A proactive approach to taking on responsibilities.
  • Experience with ServiceNow ITSM is preferred.
  • A passion for continuous learning and excellence in your work.
  • A Bachelor's Degree in Computer Science or a related field is required.
Additional Information:

Benefits:
We offer a competitive compensation package, including a bonus plan, comprehensive benefits such as full medical, dental, vision coverage, and a matching 401K. Enjoy a flexible work schedule with options for remote, hybrid, or in-office arrangements, along with generous time off policies, including volunteer time off, vacation, sick leave, and 12 paid holidays.

At Experian, we celebrate diversity and inclusion, making our culture and people key differentiators. We prioritize our employees' needs, focusing on DEI, work/life balance, professional development, authenticity, engagement, collaboration, wellness, and recognition. Our people-first approach has earned us accolades, including Great Place To WorkTM in 24 countries and recognition as one of FORTUNE's Best Companies to Work.

Experian is an Equal Opportunity and Affirmative Action employer. We believe that innovation is driven by a diverse workforce, and we are committed to ensuring that everyone can thrive at Experian, bringing their whole selves to work.

#LI Hybrid



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