Client Support Specialist

Company Description
**Who are Experian?**
We are the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

**Our approach to flexible working**
We care about work that works, whether that’s about where you work or adjusting your hours to fit better with your life. Our flexible working practices, including our hybrid working model where you can split your working time between the office and your home, support our belief that this balance brings long-lasting benefits for our business as well as ensuring that our people can balance successful careers with their commitments and interests outside of work. So that you can love where you work, please discuss what works for you with your recruiter during the hiring process.

**Accepting you, for you.**
We want you to feel accepted for who you are and to feel safe, valued and to help us build a culture of true belonging. Experian is proud to be an equal opportunity employer and we take affirmative action to create a more inclusive and equitable world of work. We are committed to equal employment opportunities regardless of age, disability, gender identity, marital status, race, ethnicity, faith or belief, sexual orientation, socioeconomic background, Veteran status or whether you’re pregnant or on family leave.

**Job Description**:
**Role Summary**

This role is a unique opportunity to join the Client Support Specialist (CSS) team within Decisioning Software.

As a Client Support Specialist, you will be responsible for:

- The onboarding and support of PowerCurve Customer Acquisition (PCCA) in both the UK and Ireland markets
- The onboarding and support of the new Strategy Management as a Service (SMaaS) product, launching imminently
- Working with clients, providing consultancy and support for their Strategy Management solutions across the full range of PowerCurve products.

The role is diverse, your day-to-day activities will rarely be the same and this offers great opportunity for innovation and service improvement.

You will work directly with clients and in partnership with the Client Product Partner (CPP) team and alongside colleagues in Global, PCU (Product Management), Service Management, GTM and other Experian delivery teams.

**Key Responsibilities**
- Working with clients to understand their decisioning requirements and provide guidance/implement solutions within SDS to achieve the required outcome
- Configuring client environments, including set up of system parameters, injecting bureau credentials and completing smoke testing prior to client activation
- Investigating and resolving onboarding queries, which may include:

- Understanding of input/output requests
- Testing, including use of test data (the Consumer Test Database (eCTDB) and triggering Detect policy rules)
- The layout of the MI and Existing Customer Database files
- Access controls
- Use of Strategy Design Studio (SDS)
- Supporting the roll out of solution upgrades (some out of hours working may be required, overtime will be payable)
- Release Planning
- Preparing client facing documentation/release notes based on internal specifications

**Qualifications**:
**Experience**
- Working cross-functionally in a virtual team with product and development in an agile (or similar) environment
- Experience of having a wide view of the business and varying degrees of experience for business strategy, processes and capabilities, enabling technologies, and governance
- Required experience of all phases of software development including requirements analysis, design, coding, testing (integration, user, and performance), debugging, implementation, and support.
- Knowledge of Experian solutions capabilities / limitations, design, functionality and benefits
- Successfully delivered solutions to clients
- Presenting results, conclusions and recommendations to clients
- Working knowledge of Jira, Splunk or similar tools
- Advanced problem solving and analytical skills
- Preferred but not essential as full training will be provided
- PCO development and workflow
- Experian Consumer bureau
- Experian Commercial bureau
- CrossCore

Additional Information
**Why choose us?**
Our colleagues’ health and wellbeing are a top priority for us, that’s why our reward, benefits and wellbeing programmes