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Technical Product Support (Customer Service)

Customer Service Rich Text

Job Description:

Equifax is hiring Technical Product Support Analysts for our Houston office. The Technical Product Support Analyst performs Tier 1-level work to assist external and internal clients with questions/problems regarding multiple Equifax applications and services. S/he receives and responds to telephone and written requests, then investigates and resolves or tracks progress through resolution. 

Supports external and internal clients by investigating access, configuration, compliance, functionality issues; troubleshoots using different production and support applications, file archives, logs, and technical team contacts to resolve reported problems. 

What You'll Do:

  • Receives and professionally responds to telephone and written requests from external and internal clients (initial and follow-up). 

  • Documents research, client communication, and issue resolution in ticketing tools.

  • Handles post-promotion testing, on-call support for urgent requests (including after hours support).

  • Participates in service improvement efforts and training.

  • Assist clients through managing pending/outstanding E-Verify cases and answering MOU questions

  • Become an I-9/E-Verify expert using HIREtech’s platform, simplifi-9 and the USICS M-274 Handbook

  • Pass the USICS E-Verify certification within 30 days of hire to become an Authorized E-Verify Agent for HIREtech

  • Enters, updates, and verifies I-9 data accordingly for clients using simplifi-9 

  • Use CRM and contact center software to route, maintain and track outstanding service requests and provide detailed documentation regarding status to all parties involved 

  • Additional I-9 team tasks as requested by team Lead or Director




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. 

Working at Equifax

We believe in a growth mindset. At Equifax, this includes providing our employees opportunities to perform at their best and learn new skills along the way to inspire and build fulfilling careers.

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