Technical Support Analyst 1 - Remote Position

About the Role

We're hiring a Technical Support Analyst 1 to join our team remotely. In this role, you will deliver empathetic, solutions-focused software support to clients, ensuring a positive experience during both routine inquiries and urgent situations. Your focus will be on clear communication, thoughtful problem-solving, and collaboration with our teams to resolve issues effectively.

What You'll Do

• Provide troubleshooting and resolution for software, product, and technical issues.
• Assess the scope and severity of client requests, ensuring appropriate prioritization and follow-through.
• Communicate clearly and professionally with clients through phone, email, and other support channels.
• Log and maintain all client interactions and case details within the CRM system (Salesforce).
• Escalate complex cases to the appropriate technical or product teams.
• Facilitate knowledge articles to support client self-service and internal team learning.

Requirements

• Ability to explain technical steps using clear language, including providing step-by-step instructions that non-technical users can easily follow.
• Experience de-escalating challenging customer situations, such as calming frustrated users and guiding them through solutions without escalating conflict.
• Manage a high-volume support queue, including evaluation cases, meeting response-time targets, and following documented prioritization criteria.
• Experience working in dynamic environments, including adjusting workflows when processes or customer needs change with little advance notice.
• Diagnose issues by gathering details, reproducing errors, and documenting findings, using structured troubleshooting or root-cause analysis methods.
• Bachelor's degree preferred, plus 2+ years of hands-on technical support experience in the healthcare IT field.

Nice to Have

• Familiarity with healthcare IT systems and software.
• Experience with Salesforce CRM.
• Knowledge of data services and fraud prevention technologies.

What We Offer

• Medical, life, and dental insurance.
• Flexible work-from-home options.
• Paid time off and annual performance bonus.
• Education reimbursement and family bonding leave.
• Referral program and more.

This is a fully remote job opportunity, allowing you to work from anywhere in Costa Rica. Join us at Experian, where we celebrate diversity and prioritize employee well-being and career development. Be part of a team that values innovation and inclusivity.