Customer Service Analyst

Role Overview

Working within the EMEA CSDA Operations Spain Application Support teams, contributing to client satisfaction by providing 1st line support to clients in order to resolve client´s incidents and requests following stablished procedures and tools. You will be providing application software support services to all customers in Spain, while effectively logging all incidents in the support management system and collaborating with specialist support teams to deliver effective resolutions to customers.

Main responsibilities:

Provide the first point of contact for both internal and external users;

Participate in service management and service desk functions to support software, platforms, and hosted solutions, with a focus on critical incidents;

Incident management, including logging, handling, escalation, prioritisation, and communication with end users;

Ensure that all services are delivered within agreed service levels and performance standards;

Provide customers with monthly reports related to the use of contracted services;

Support the Service Manager in the creation, implementation, and management of SLAs and OLAs for both internal and external customers;

Build strong working relationships with both internal teams and the customer base;

Work closely with colleagues across Experian’s local and regional support community to share best practices;

Plan and manage your own workload, with the ability to prioritise multiple requests quickly and effectively while managing team resources with a high degree of autonomy and proactivity.

Experience and Skills

Advanced level of English (C1 or above) in a professional environment;

Technical education (Higher Vocational Diploma, preferably in IT Systems Administration – ASIR) or equivalent relevant experience;

Strong analytical skills with a practical, solutions-oriented approach;

Experience in support, operations, or customer service environments;

Strong sense of ownership and results-oriented mindset;

Ability to prioritise and manage multiple tasks in a structured and efficient manner.

About Experian

Experian is a global data and technology company that empowers people and businesses around the world. With our unique combination of data, analytics and software, we have established ourselves as one of the leading service providers for risk, fraud and identity management in the DACH region.

Experian gives individuals better access to financial services such as loans, insurance, mobile phone contracts and online shopping. We help companies of all sizes and industries make smarter decisions, lend more responsibly and protect themselves and their customers from identity fraud and crime.

We invest in our talented people and new, advanced technologies to harness the power of data and drive innovation. We employ 25,100 people in 32 countries and are a FTSE 100 company listed on the London Stock Exchange (EXPN). Our headquarters are in Dublin, Ireland.

Benefits/Perks:

A high degree of autonomy in a dynamic, internationally oriented organization

A motivated team that values innovation and collaboration

Great compensation package and attractive employee benefits

Flexible working hours and remote work options

#LI-Hybrid

This is a hybrid remote/in-office role.

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