Customer Service Analyst

Role Overview

Working within the EMEA CSDA Operations Spain Application Support teams, contributing to client satisfaction by providing 1st line support to clients in order to resolve client´s incidents and requests following stablished procedures and tools. You will be providing application software support services to all customers in Spain, while effectively logging all incidents in the support management system and collaborating with specialist support teams to deliver effective resolutions to customers.

• Provide the first point of contact for both internal and external users;
• Participate in service management and service desk functions to support software, platforms, and hosted solutions, with a focus on critical incidents;
• Incident management, including logging, handling, escalation, prioritisation, and communication with end users;
• Ensure that all services are delivered within agreed service levels and performance standards;
• Provide customers with monthly reports related to the use of contracted services;
• Support the Service Manager in the creation, implementation, and management of SLAs and OLAs for both internal and external customers;
• Build strong working relationships with both internal teams and the customer base;
• Work closely with colleagues across Experian’s local and regional support community to share best practices;
• Plan and manage your own workload, with the ability to prioritise multiple requests quickly and effectively while managing team resources with a high degree of autonomy and proactivity.

• Advanced level of English (C1 or above) in a professional environment;
• Technical education (Higher Vocational Diploma, preferably in IT Systems Administration – ASIR) or equivalent relevant experience;
• Strong analytical skills with a practical, solutions-oriented approach;
• Experience in support, operations, or customer service environments;
• Strong sense of ownership and results-oriented mindset;
• Ability to prioritise and manage multiple tasks in a structured and efficient manner.

• A high degree of autonomy in a dynamic, internationally oriented organization
• A motivated team that values innovation and collaboration
• Great compensation package and attractive employee benefits
• Flexible working hours and remote work options

This is a hybrid remote/in-office role.

Experian is proud to be an equal opportunity and affirmative action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.