At Experian Health, our employees can shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us.

　　Our mission is to use data driven insights to simplify healthcare for all. Simply put, we want to make the healthcare system work better for us as consumers and for those who work in healthcare. Our ONE Experian Health culture is the centerpiece of making this happen. Our aspiration is to bring people together who are driven by purpose and want to make a difference.  We strive to have a diverse group of people and minds who are:

　　OPEN: Have a growth mindset and collaborate often with others to make things happen

　　NIMBLE:  Always embracing change and pushing the envelope on innovative ways to solve problems

　　EFFECTIVE:  Accountable to themselves and to others

　　This role has responsibility, for ongoing support of our clients, after Experian Healthcare products have been implemented. As a Support Analyst, the incumbent will be expected to respond to user questions, regarding the operations of the Experian Healthcare, eCareNext, OneSource, and other products

　　Accepts initial client contact for support through different media channels, on-line support tickets, phone, and email

　　Logs all client contacts and issues

　　Responsible for detailed first-level support, troubleshooting and problem resolution where possible

　　Assigns and categorize support tickets, to appropriate functional areas

　　Notifies clients of the status of their support tickets, within agreed to Service Levels

　　Verifies support ticket closure and ongoing client communications

　　Works directly with clients, Account Management, Engineering and Implementation teams

　　Attend and participate in internal and client meetings

　　Provides client status reports as needed

　　3-5 years’ experience specific to Customer Support and Customer Service (combination of experience and education may be taken in to consideration)

　　Excellent communication skills and ability to communicate effectively with technical, as well as non-technical, clients is critical

　　Ability to work in a fast paced, multi product support, environment

　　Safeguard sensitive information

　　Highly analytical, intensive research and reconciliation skills 

　　PC, Internet and Microsoft Office experience i 

　　Strong working knowledge of CRM platform (Salesforce), especially case management is a plus

　　Experience working in a similar capacity in healthcare 

　　Browser troubleshooting knowledge is helpful

　　Willing/able to accommodate on call evenings and weekends on occasion

　　Experience working in a similar capacity in healthcare 

　　Browser troubleshooting knowledge is helpful

　　Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

　　All your information will be kept confidential according to EEO guidelines. Experian is proud to be an Equal Opportunity and Affirmative Action employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner.

　　The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.

　　EOE including Disability/Veterans

　　Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above.  Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education.  This position is also eligible for a variable pay opportunity and a comprehensive benefits package which includes health, life and disability insurance, generous paid time off including paid parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

　　Experian is proud to be an Equal Opportunity and Affirmative Action employer. We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we’ve helped people and economies flourish – and we’re not done.

　　We take our people’s agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. See our DEI work in action (https://www.experian.com/diversity/our-commitment/index) !

　　The power of YOU (https://www.experianplc.com/media/4459/english-experiandei-report_2022.pdf) . We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment.

　　Find out what is like to work for Experian and discover the Unexpected (https://www.experian.com/careers/) !