• Atuar no primeiro nível de atendimento, recebendo e registrando incidentes e requisições • Realizar triagem inicial dos chamados, classificando corretamente tipo, impacto e urgência • Executar análises básicas para diagnóstico, seguindo playbooks e procedimentos definidos • Buscar resolução no primeiro atendimento sempre que possível (FCR) • Acionar e acompanhar monitorias, identificando alertas e possíveis incidentes antes do cliente • Validar funcionalidades em sistemas (web/app) para reprodução de erros reportados • Coletar evidências (prints, logs, payloads, horários, IDs) para apoio na análise • Escalonar chamados para N2/Fornecedores quando necessário, garantindo contexto claro e informações completas • Atualizar tickets com informações relevantes, mantendo rastreabilidade e comunicação contínua • Realizar follow-up dos chamados em andamento, garantindo evolução até a resolução • Apoiar usuários com orientações básicas sobre uso de sistemas e processos • Seguir padrões operacionais e contribuir com a organização da fila e cumprimento de SLA

Role Description As Claims and Remit Support Developer, you'll be responsible for software development and support of provider-specific claim processing solutions, implementing, and configuring customer environments, analysis, and maintenance within the Experian Health product portfolio. - Ensure provider-specific support development and processes meet corporate policies for security, consistency, and professional software development standards. - Maintain high standards of software quality, within the team, by establishing good practices and habits. - Identify and encourage process improvement within the team. - Use de-bug techniques and tools to identify and correct errors. - Work with claims core development and other teams to support programming aligns with and leverage the core components of each product's core system components. - Ensure provider-specific solutions are delivered promptly to meet ongoing support commitments. - Communicate with internal and external project teams. - Perform routine program and system maintenance. You will report to the Senior Manager, Software Development. Qualifications - Bachelor's degree in Computer Science or related field. - 5+ years of programming and analysis experience in a computing environment. - Experience in C#, SQL. - Experience in .NET, scripting, and automation highly preferred. - Clear understanding of X12 healthcare transactions (83x, 27x) required. - Experience in healthcare industry required. - Work in an Agile team environment. - Excellent verbal and written communications skills. - Solid analytical and problem-solving skills. Benefits - Great compensation package and bonus plan. - Core benefits including medical, dental, vision, and matching 401K. - Flexible work environment, ability to work remote, hybrid or in-office. - Flexible time off including volunteer time off, vacation, sick and 12-paid holidays. Explore all our exciting benefits here: yourexperianbenefits.com Company Description Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create digital marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. - We operate across a range of markets, from financial services to healthcare, automotive, agrifinance, insurance, and many more industry segments. - We invest in people and new advanced technologies to unlock the power of data and to innovate. - A FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 23,300 people across 32 countries. - Our corporate headquarters are in Dublin, Ireland.

• Work in rotational shifts to provide 24/7 support to customers • Providing excellent quality of service to our customers and solving their problems effectively communicating via phone, chat and ticketing system • Following Out of Office procedures, keeping an open line of communication with the team and respecting time shifts. • Solving a variety of tasks using internal toolsets around products like SSL certificates, domains, Plesk licenses and Spamexperts • Actively using, maintaining and improving our knowledge base, making it a single point of truth for customers and peers • Working closely with other departments around the world to solve customers' problems effectively & improve the quality of our products and services • Analyzing your day-to-day operations and processes within the department to generate ideas on manual work automation and processes improvement • Actively learning, on your own and with the team, about our products, technologies, and tools • Taking care of abuse request and enduser queue

Role Description The IT Support Analyst will provide primary technical support, onsite and remotely, to end-users on various technical issues and problems on multiple platforms including desktops, laptops, mobile devices and other peripherals. They will also perform root cause analysis, develop checklists for typical problems and recommend procedures, controls, and user training for problem prevention. The IT Support Analyst will be supporting users across the US with tier 1 and tier 2 issues. They will be responsible for responding to, documenting, and resolving service tickets in a timely manner to meet Service Level Agreement (SLA). The IT Support Analyst must have excellent communication and problem-solving skills to diagnose, evaluate and resolve complex situations, or when appropriate, escalate or route them to appropriate IT team members. This position may require independent work, sharing information and assisting others with support issues or projects. Core Responsibilities - Provide exceptional customer service in person, via phone or web conference, and email as appropriate - Resolve help desk issues including troubleshooting hardware and software issues - Perform user administration duties, using strict security protocols - Configure user applications according to documented standards - Administer e-mail accounts and lists using either Google Workspace or Office365 - Configure laptops, desktops, and mobile devices, as needed - Configure and deploy IP phones and service - Assist with basic network implementation and support across multiple sites, including firewall configuration, wi-fi access point management and switch configuration - Manage the helpdesk ticket queue to ensure that all service tickets are dealt with quickly and efficiently - Provide assistance and backup to the other members of the support team - Ensure that all critical matters are either dealt with in an efficient manner or escalated to the appropriate person as required to resolve - Document resolutions and update knowledge base - Other responsibilities, as required, to support the IT team Critical Skills & Attributes - Effective process and technical training skills - Strong problem-solving and analytical skills to identify issues and develop effective solutions - Strong written and verbal communication skills to convey technical information clearly to non-technical stakeholders - Basic hardware, operating system and web application knowledge to provide technical support Preferred Knowledge and Skills - Minimum 2 years of hands-on experience working in an end-user desktop support role or computer operations environment required - Microsoft Office and Office365 - Service Minder and Google Workspace experience preferred - Windows and Mac OS - Remote Desktop support - Chrome browser - Active Directory - Exchange and Outlook - Experience diagnosing VOIP handsets or softphones, helpful - TCP/IP, DNS and DHCP, basic understanding of switch and firewall configuration - Remote support for mobile devices - Basic understanding of AI and prompting - Understanding of anti-virus and related security products and protocols - Experience of working with a helpdesk management system, maintaining exceptional customer service levels, working in a team environment Required Experience & Qualifications - 2+ years of experience in an IT environment supporting users and processes - Strong analytical and problem-solving skills - Excellent communication and collaboration skills - Familiarity with IT frameworks and tools Company Description Empower Brands was founded in 2022 as a product of the integration of Lynx Franchising and Outdoor Living Brands. Empower encompasses ten industry-leading brands across commercial and residential services: JAN-PRO, FRSTeam, Archadeck Outdoor Living, Outdoor Lighting Perspectives (OLP), Conserva Irrigation, Koala Insulation, Wallaby Windows, Superior Fence and Rail, Bumble Roofing and Canopy Lawn Care. Empower is dedicated to providing its customers with the highest quality products and services in the commercial and home services industry while simultaneously delivering its franchise owners committed personal support, tools and empowerment to pursue their own success. Empower Brands is a portfolio company of MidOcean Partners, a leading private equity firm with an excellent track record investing in successful, growth-focused franchise businesses. For more about Empower Brands, visit the company’s new website at EmpowerFranchising.com.