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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




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