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What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation we’re consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.

Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

This is a entry-level support position responsible for providing an amazing and memorable customer service experience with each direct interaction. This position supports external B2B customers through designated support channels such as telephone and electronic mediums. This customer-centric role will support a variety of operational and technical support requests related to Business Applications, user access, project assignments, and operational excellence. The Customer Support Specialist will develop into a TransUnion product support expert supporting core applications, products and processes with a high degree of self-governance, accountability and responsibility. This position will require the excellent use of judgment and desire to drive resolutions on behalf of our customers.

What You'll Bring:

• Associate or bachelor’s degree from an accredited college or university, or equivalent experience. A degree in Computer Science, Information Technology, Computer/Data Systems Management or a related field or discipline is preferred.
• Prior experience in an IT Service Desk/ Help Desk Customer Call Center environment (preferably, consumer credit reporting) or similar environment in a financial institution.
• Good typing skills with a minimum of 45-50 wpm required.
• Strong oral and written communication skills.
• Demonstrated ability to work in a team environment, with strong interpersonal and negotiation skills.
• Ability to work assigned/ required shifts requested by leadership to ensure organizational support needs.
• Consistent performer utilizing engagement and diplomacy skills to achieve required results
• Strong command of systems, procedures and principles relating ITIL best practices
• Innovative and creative approach to problem solving, issue analysis, planning and resolution deployments.
• Understanding and experience of network connectivity troubleshooting, digital certificates, TCP/IP knowledge, VLANS and routing. Nice to have.
• Have exposure to ITIL foundational structures including: Service Transition, Service Management, Continual Service Improvements, and Incident Management.
• Proven ability to multi-task with customer intake process concurrently:  Calls, and Tickets.

Impact You'll Make:

• Provide exceptional customer service to external customers by being courteous, polite and friendly toward all those we serve. Acknowledge and address customer’s issues immediately in order to determine the overall support needs and proper resolution path.
• Search Knowledge Base articles and/or Standard Operating Procedures for possible resolutions or for the purposes of escalating individual request to an elevated support team for further assistance.  Actively and energetically participate in departmental programs that promote and deliver exceptional customer service to those we serve.
• Provide first and second level technical support and triage by receiving, processing, and responding to work requests for timely resolutions through a variety of support channels including email, telephone, ITSM/Salesforce ticketing system, and email. Independently owning the customer experience throughout support engagement.
• Fully document all associated resolutions/ actions taken in ITSM/Salesforce ticking system; including, description of incident, troubleshooting methods performed, and actions taken to final resolution.
• Assist Team Members on support projects and departmental operations as engaged or requested.
• Serve as a liaison between TransUnion’s Global Technology Organization and our external customers. Drive resolutions on behalf of the customer by following up on aging tickets assigned to other support teams helping to ensure timely work order closures.
• Maintain and demonstrate excellent teamwork on all assigned and scheduled support projects.
• Professional, responsible and accountable for being on time and ready to perform duties and assignments when scheduled and without challenge.   Self-directed and self-governing as it relates to your responsibilities whether working in the office or remote. 
• Responsible for completing all timesheets, compliance training, and shift changes independently.
• Responsible for researching and creating Knowledge Base Articles on technical solutions discovered during course of investigation into an issue. Cooperate, collaborate, communicate, and integrate knowledge into support efforts to ensure that customer support is continuous and reliable across the support organization.
• Required to have a vast general level of knowledge on TransUnion’s offered products and services. Follow all guidelines for effective and timely customer support by adhering to appropriate escalation paths, acquisition of critical contact, application, and situational details necessary to determine the appropriate service priority.
• All external customer communications whether written or verbal will be professional and emphasize compassion/ empathy towards the customer’s issue or request.
• Responsible for keeping customers well-informed on work order status, next steps, customer expectations, and timelines on Service Level Agreements. Follow-up with customers on status updates as they become available.
• Identify departmental/ operational improvements for better ways of servicing and supporting our customers.
• Perform all other duties and special projects as assigned by senior tier team members or Customer Support Leadership.
• Ability to work on all shift base and Holidays based on business demands which includes providing weekend coverage on a scheduled basis.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, tuition reimbursement, additional (following any short-term disability) 10 weeks of parental leave with gradual return, adoption assistance, fertility coverage, spousal and domestic partner benefits, charity gift matching, employee stock purchase plan, retirement contributions with employer match, organizational growth potential through our online learning platform with guided career tracks, and access to TransUnion’s Employee Resource Groups. 

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

 

TransUnion's Internal Job Title:

Rep II, IT Support