What We'll Bring

•A work environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile.

•Flexible time off, workplace flexibility, an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars.

•Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius.

•The opportunity to provide an amazing and memorable customer service experience with each direct interaction.

•The visibility of supporting both internal and external B2B customers through designated support channels such as telephone and electronic mediums.

What You'll Bring

High School Diploma

Good typing skills with a minimum of 45 wpm required

Demonstrated ability to work in a team environment, with strong interpersonal 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 multitasker with strong attention to detail

Strong oral and written communication skills in English and Spanish

What We'd Prefer to See:

Experience in a Customer Call Center environment

Professional or technical education such as HDI Support Center Analyst/ Customer Service Representative; A+, ITIL, and ability to maintain those certifications in active status

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

Portuguese speaking skills

Impact You'll Make

This customer-centric role will focus on a variety of operational and technical support requests related to desktop, applications, and user access needs. This position will require the excellent use of judgment and desire to drive resolutions on behalf of our customers.

Provide exceptional 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.

Maintain and demonstrate excellent teamwork on all assigned and scheduled support projects.

Responsible and accountable for being on time and ready to perform duties and assignments when scheduled and without challenge. Will be 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.

Perform all other duties and special projects as assigned by senior tier members or Customer Support Leadership.

During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors. You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities. Exemption is available to qualified candidates as a reasonable accommodation.