Technical Product Analyst Consultant-Entry

Equifax Saint Louis , MO 63150

Posted 3 months ago

  • Technical Product Consultant

Business Unit: Operations

Department: Global Consumer and Business Services

Summary:

The Technical Product Consultant assists external and internal clients with questions/problems regarding multiple Equifax applications and services. S/he receives and responds to telephone and written requests from clients contacts at mid to upper levels of client organizations, account managers, and internal staff related to escalated technical issues or account maintenance needs. S/he resolves the issue or engages other technical resources in order to resolve, tracks progress through resolution, and effectively communicates the resolution to the requestor. S/he investigates complex access, configuration, compliance, functionality issues, as well as troubleshoots using different production and support applications, file archives, logs.

Essential Duties and Responsibilities:

  • Supports external and internal clients by investigating complex access, configuration, compliance, functionality issues that have been escalated from external and internal clients; troubleshoots using different production and support applications, file archives, logs, and technical team contacts to resolve reported problems. (Approx. 50%)
  • Receives and professionally responds to telephone and written requests from clients, account managers, and other internal clients (initial and follow-up). (Approx. 20%)
  • Documents research, client communication, and issue resolution in technical support tools. (Approx. 10%)
  • Handles post-promotion testing, on-call support for urgent requests (including after hours support). (Approx. 5%)
  • Assists in support improvement efforts and training working with clients, developers, and other technical staff to achieve desired outcome. (Approx. 10%)
  • Assists with other assigned tasks, as needed. (Approx. 5%)

Minimum Education and/or Experience:

  • Bachelor's degree, preferably in a technical field and 3 years in a related role (i.e., technical customer service/support experience in a SaaS environment).

  • Working knowledge of Windows-based applications, file structures, editors, and file transfer methods.

  • Technical experience working with databases, data files, logs, configuration, and troubleshooting.

  • Familiarity with project or ticketing software.

Required Competencies:

  • Excellent communication skills, including grammatically correct speech and written correspondence.

  • Addresses customer needs, even in difficult circumstances.

  • Analyzes sensitive employer client data to resolve issues.

  • Works as a team player with customers and internally with peers, adjacent teams, and management.

  • Independently organizes own work and handles multiple, conflicting priorities, interpreting and applying complex information while troubleshooting successfully and professionally.

  • Proficient at learning new technologies/applications quickly.

  • Creative problem-solving and strong analytical skills.

  • Strong organizational and project management skills.

  • Comprehends and gains competency with multiple Workforce Solutions applications and services.

  • Desire to keep service/application knowledge current.

  • Regular and punctual attendance is a requirement of the position.

Preferred Qualifications:

  • Working knowledge of Equifax applications and services, SQL.
  • 2 - 5 years of experience.

Physical Requirements or Environmental Factors (if applicable):

  • Position is largely sedentary requiring a significant amount of keyboarding.

  • Requires varied shift work. May need to work additional hours periodically to resolve urgent problems, provide after hours support, or perform post-promotion testing.

Who is Equifax?

Equifax is a global information solutions company that uses trusted unique data, creative analytics, technology and industry expertise to power organizations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions.

Regardless of location or role, the individual and collective work of our people makes a difference in our business.

We are looking for talented and amazing team players who want to accelerate our growth, while doing some of the best work of their careers. Join us as we transform our business and help people live their financial best!

The Perks of being an Equifax Employee?

We offer an excellent compensation packages with high-reaching market salaries and 401k matching, along with the works: comprehensive healthcare packages, schedule flexibility, paid time off, and organizational growth potential.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Primary Location:

USA-St. Louis-Rider Trail

Function:

Function - Fulfillment / Operations

Schedule:

Full time


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Technical Product Analyst Consultant-Entry

Equifax