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What We'll Bring:
At TransUnion, we strive to build an environment where our associates are in the driver’s seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
What You'll Bring:
- Customer Service Support skills with a strong Customer Service orientation (desire to help others).
This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TransUnion office location for a minimum of two days a week.
We'd Love to see:
- Ability to work all shifts, weekends and holidays to support the business.
- Previous experience with Salesforce
Impact You'll Make:
- Provide Customer Service to all our internal and 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 the escalation of individual requests 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 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 ticketing system, and email. Independently owning the customer experience throughout support engagement.
- Assess customer support needs by guiding and assisting customers in established procedures for requesting equipment, relocations, software installation, sign on or programming changes. Evaluate the nature of and complexity of call to ensure proper call handling.
- Fully document all associated resolutions/ actions taken in ITSM ticking system; including, description of incident, troubleshooting methods performed, and actions taken to final resolution.
- Assist Tier 2/ 3 Team Members on support projects and departmental operations as engaged or requested.
- Consult with team lead on escalated tickets and follow-ups.
- Responsible for completing all timesheets, compliance training, and shift changes independently.
- Perform all other duties and special projects as assigned by senior tier members or Customer Support Leadership.
- Ability to work all shifts, weekends and holidays to support the business.
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
