Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
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:
-
Respond to and manage customer inquiries via phone and email.
-
Provide expert guidance to clients on technical issues and general questions.
-
Manage customer onboarding and provide timely notifications.
-
Generate performance and change reports, ensuring SLA compliance.
-
Execute incident management protocols, including communication and reporting.
-
Proactively monitor and communicate incident status to customers.
-
Develop and maintain comprehensive customer documentation.
-
Participate in critical production incident calls (Severity 1 & 2).
What Experience You Need:
-
Minimum 5 years of experience in a call center environment.
-
Fluency in written and spoken English and French.
-
At least 5 years of experience providing technical support.
What could set you apart:
-
Proficient in utilizing ticket/issue tracking software for efficient issue management.
-
Advanced proficiency with G Suite applications.
-
Expert-level skills in Excel and Google Sheets, including advanced formulas and data manipulation.
-
Proven experience troubleshooting web browser-based applications.
-
Ability to analyze and interpret application logs for effective debugging.
We offer comprehensive compensation and healthcare packages, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Who is Equifax?
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life's pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.