Technical Support Analyst - Graveyard Shift

As a Technical Support Analyst at Experian, your primary responsibilities will include offering remote software technical support for our EDQ clients. You'll be tasked with diagnosing and troubleshooting technical issues related to API functionality, data processing, and application reliability. Engaging with clients through various communication channels, documenting all interactions and solutions provided is key, alongside creating knowledge base articles to aid future inquiries.

To qualify for the Technical Support Analyst position at Experian, candidates should have 1-3 years of experience in Desktop Support or Help-Desk roles along with a BA degree or equivalent experience. Familiarity with SOAP UI, SFTP, JSON, and REST APIs is required. A strong command of English at a B2 level is also essential to communicate effectively with our global clientele.

The Technical Support Analyst at Experian works the Graveyard Shift from 11:00 PM to 6:00 AM, Thursday through Monday, with Tuesday and Wednesday off. This schedule allows you to fit work into your lifestyle while providing critical support during non-traditional business hours.

In your role as a Technical Support Analyst at Experian, you will use a variety of support tools including email, phone, and ticketing systems to assist clients. Familiarity with industry-standard documentation and communication tools will enhance your efficiency in troubleshooting and providing effective solutions.

Experian has earned accolades such as Fortune's Top 25 World's Best Workplaces™ 2024 and Glassdoor's Best Places to Work 2024 due to its people-first approach, commitment to Diversity, Equity, and Inclusion, and focus on personal and professional development. As a Technical Support Analyst, you'll thrive in a collaborative environment that celebrates individual contributions.

To effectively prioritize tasks as a Technical Support Analyst at Experian, assess the urgency and impact of each request while considering the client's needs. I would categorize requests based on their severity and response time required, ensuring that critical issues affecting client operations are addressed immediately.

Describe a complex issue you faced, specifying the client's concern. I effectively approached it by diagnosing the problem step-by-step, collaborating with team members if necessary, and ultimately communicated the solution clearly to the client, ensuring they understood the resolution process.

In high-pressure support situations, I maintain a level head by taking a moment to breathe and assess the situation logically. Utilizing my knowledge base and collaborating with teammates if needed, I remind myself of past successful resolutions to keep me focused and positive.

To ensure clear communication, I actively listen to clients' issues, confirm my understanding by paraphrasing, and provide regular updates on troubleshooting progress. Additionally, I aim to be empathetic, recognizing that technical difficulties can be frustrating for clients.

Discuss your familiarity with data cleansing tools, emphasizing your understanding of their functionalities, how you've utilized them in prior positions, and how you can leverage this experience to support Experian's clients effectively.

Reflect on a specific challenging client interaction, focusing on how it taught you valuable lessons in patience, empathy, and improved communication strategies. Discuss what steps you took to resolve the situation and the positive outcome that followed.

I subscribe to industry-related newsletters, participate in webinars, and engage with professional networks. Following thought leaders in data management helps me stay abreast of new technologies and trends, ensuring that I provide the best support possible.

Discuss a specific process improvement you implemented, detailing the steps you took to identify inefficiencies, the solutions you proposed, and the positive impact it had on both the team and customer satisfaction.

I embrace teamwork and recognize the importance of diverse skills. I communicate openly, leverage each member’s strengths, and create an environment where everyone feels valued to promote problem-solving and knowledge sharing.

Share your knowledge of various API technologies relevant to Experian's services, highlighting your experience working with SOAP, REST APIs, and how these technologies enhance the functionality and integration of data solutions.