Hybrid Technical Customer Service - Advanced Delivery Systems presso Equifax

Synopsis of the role:

Join our Advanced Delivery Systems team as a Technical Customer Service Specialist, where you'll be the crucial first point of contact for our customers. You'll provide expert first-level network and application support, ensuring the seamless delivery of Equifax's consumer and commercial products and services. Acting as the primary liaison, you'll bridge the gap between our clients and internal teams, facilitating system configurations, modifications, and contributing to special projects and initiatives.

This role involves daily interaction with our members via phone and email, addressing their technical inquiries and requests. You'll also participate in a 24/7 on-call rotation, providing critical support for Production Severity 1 and 2 incidents.

What you'll do:

• Customer Support: Efficiently handle and track incoming customer inquiries via email and telephone, providing timely and accurate resolutions.

• Project Collaboration: Offer expert input and guidance to internal and external clients during project planning and execution.

• Technical Administration: Create and administer test files on databases and manage credential code setups.

• Reporting and Documentation: Generate customer notification letters, system performance, and change reports. Develop and maintain comprehensive customer-facing manuals and product/process documentation.

• Service Level Management: Ensure strict adherence to SLA compliance activities.

• Incident Management: Support incident management protocols, including internal and external communication and incident report generation.

• System Monitoring: Perform network and server monitoring and reporting to provide proactive customer updates.

• Business Continuity: Liaise with customers on disaster recovery and business continuity exercises.

What Experience You Need:

• Proven track record of strong communication and interpersonal skills.

• Minimum 5 years of experience in a call center environment.

• At least 3+ years of experience providing direct technical support.

What could set you apart:

• Proficiency with ticket/issue tracking software (e.g., Jira, ServiceNow).

• Advanced proficiency on GSuite.

• Experience working with Cloud technologies

• Knowledge of debugging FFF, XML, and JSON-based API integrations.

Primary Location:

CAN-Toronto-5700 Yonge

Function:

Function - Fulfillment / Operations

Schedule:

Full time Candidarsi ora