Company Description
Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity employer and an affirmative action employer.
Job Description
- Provide first-level support to system users via phone, chat, email, and in-person;
- Promptly and correctly handle customer requests by performing queries, providing guidance, and offering operational support for the system;
- Register, classify, track, and close tickets according to established procedures;
- Identify, analyze, and resolve low to medium complexity incidents related to the system;
- Escalate requests to specialized teams when necessary, tracking the ticket lifecycle until resolution;
- Record customer complaints, requests, questions, suggestions, and compliments;
- Ensure compliance with SLAs (Service Level Agreements) and service goals;
- Support users in utilizing system features, promoting a better experience and productivity;
- Maintain updated records and document procedures, occurrences, and applied solutions;
- Protect the company's image by maintaining the secrecy and confidentiality of accessed information;
- Act in compliance with information security policies and internal processes;
- Perform other duties related to the role as needed by the department and directed by leadership.
Qualifications
- Completed or ongoing higher education in Information Technology, Information Systems, Systems Analysis and Development, Computer Science, or related fields;
- Experience with customer service and system support;
- Knowledge of Service Desk, Help Desk, or L1 Support;
- Basic knowledge of Windows, Microsoft Office, and service tools;
- Good verbal and written communication skills;
- Analytical and problem-solving skills;
- Organization, proactivity, and a sense of urgency;
- Commitment to service quality and SLA compliance;
- Availability for 100% on-site work (No possibility of remote work).
Preferred Qualifications:
- Experience with corporate system support;
- Knowledge of payroll loan systems (consignados);
- Experience with phone and chat support and ticket management tools.
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future by expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, every skill and diversity complements each other and you can work on what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with their personal commitments and interests, prioritizing well-being.
We are dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we have been awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talent.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here