Product Support Specialist

Experian Clarity is looking for a Production Support Analyst that has a strong technical customer service background and who is eager to expand their technical skillset. We are a small team in a cross functional support environment, so we need someone who will focus on the customer. If you have the technical customer service background, with some experience performing technical tasks, then we really want to speak with you.

About us, but we’ll be brief

Experian Clarity is the leading source of alternative credit data in the subprime lending industry. By leveraging alternative data, our market- savvy data analysts are discovering trends and providing our clients innovative solutions for fraud, banking information, credit, compliance, prospecting and portfolio management. 

What you’ll be doing

You’ll be joining the production support team, providing technical customer service during and after implementation. The support analyst is a key contributor to onboarding new customers and works with customers to resolve issues of system performance and capabilities. Communication with customers requires e-mail and telephone contacts. Some of the responsibilities include:

• Assist with customer account set ups for data transfers and delivery of technical knowledge and integration, especially in the onboarding (implementation) phase.
• Provide customer service to answer technical questions about how the Clarity system works and helps resolve customer usage difficulties.
• Work with customers during and after product integration using problem solving techniques. This may involve analyzing code and other documents for clues, writing scripts, training customers how to use the product effectively, running reports and completing file transfers.
• Provide status updates on assigned work to management and account management staff.
• Review reporting data for compliance and work with customers to resolve issues.
• Complete routine advanced administrative procedures as assigned, including, for example, report data compilation, work schedules, updates to reports and file management.

What your background looks like

• Associate degree or equivalent combination of education and experience
• 1+ years of experience in help desk, information technology operations support, or in a similar field supporting customers in a technical fashion
• Demonstrated excellence in technical customer service
• Splunk query proficiency
• Understanding of Linux as a user
• File transfer tooling exposure
• Exposure to programming languages such as Ruby, is a plus

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