Technical Customer Service Representative

7 days ago


Toronto, Ontario, Canada Equifax, Inc. Full time
Synopsis of the role:

Equifax is looking for a driven Technical Customer Service Lead to join our Customer Access Systems Team (CAST). You'll be the key liaison for our customers, providing expert first-level support and ensuring a smooth experience. Your leadership will be crucial in collaborating with internal teams to resolve customer issues.

What You'll do:

1. Respond to and manage customer inquiries via phone and email.
2. Provide expert guidance to clients on technical issues and general questions.
3. Manage customer onboarding and provide timely notifications.
4. Generate performance and change reports, ensuring SLA compliance.
5. Execute incident management protocols, including communication and reporting.
6. Proactively monitor and communicate incident status to customers.
7. Develop and maintain comprehensive customer documentation.
8. Participate in critical production incident calls (Severity 1 & 2).

What Experience You Need:

1. Minimum 5 years of experience in a call center environment.
2. Fluency in written and spoken English and French.
3. At least 5 years of experience providing technical support.

What could set you apart:

1. Proficient in utilizing ticket/issue tracking software for efficient issue management.
2. Advanced proficiency with G Suite applications.
3. Expert-level skills in Excel and Google Sheets, including advanced formulas and data manipulation.
4. Proven experience troubleshooting web browser-based applications.
5. Ability to analyze and interpret application logs for effective debugging.

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