What We'll Bring

As a Customer Support Analyst you handle support tickets per Service Level Agreement (SLA) requirements, primarily for standard support clients but may support questions for strategic and premium clients under direction as needed. You provide subject matter and industry expertise across our fraud and identity platforms and services and are a resource to customers to identify creative and efficient solutions to their objectives. You coordinate and track support questions and tickets and reconcile and manage internal reporting, client file transfers and internal codes for testing and analytics. As your skillset grows you may also support onboarding and training engagements with standard level clients across a range of industries under the direction of the Director of Support and Incident Management.

What You'll Bring

We recruit for and value the following core competencies:

Support Management: Fulfillment of customer inquiries and issues as they arise or within service level agreement standards.

Incident Management: Part of the core team monitoring and acting as first line for operational alerting and incidents

Operational Support: Provide operational support and configurations for managed services clients per SLA requirements.

Subject Matter Expertise: Provide expertise on industry and global fraud solutions knowledge and capabilities.

Problem Solving: Identifies the most critical aspects of a problem, and guides business-focused solutions and recommendations that drive customer value. 

Influence: Represent the voice of the customer to inform our sales process and product roadmap to drive solution and feature innovations.

Diverse Perspective: Brings a unique skillset or approach to the table in every customer engagement or internal activity.

Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.

Team Player: Effectively motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, and other individuals.

Required: Bachelor’s degree in business, finance or computer science or the equivalent plus 2+ years’ experience in onboarding, support, fraud management or related field.

Effective customer-service orientation and relationship-building skills. Ability to multi-task in a fast-paced environment.

Flexible work hours in order to accommodate special meeting requests, trainings and demonstrations for customers in different time zones.

Ability to communicate complex ideas effectively – both verbally and in writing – in English and the local office language(s) throughout all levels of an organization. Ability to effectively work remotely.

Availability for some overnight travel and on call rotation. 

Ability to make decisions guided by policies, procedures and business plans with limited supervision.

Impact You'll Make

Exceptional analytical and quantitative skills and ability to structure analyses to form data-driven solutions to ambiguous customer challenges

Project management skills, Fraud management or identity and access management experience, Exposure to the financial services or insurance industries

Knowledge of TransUnion’s fraud and identity product and services,. Advanced skills with MS Word, Excel, and PowerPoint.

Preferred: Fluency in Spanish, Portuguese, French, Mandarin, or Japanese