TransUnion's Job Applicant Privacy Notice
What We'll Bring: Provide solutions to technical and connectivity issues. Assist our B2B clients with API implementations integrating clients into the business.
Work across all lines of business and maintain clear communication with internal and external stakeholders regarding technical solutions.Follow SEC processes and procedures to deliver work according to SLAs which are regulated by industry standards and requirements.What You'll Bring: A minimum qualification of Matriculation (grade 12) is required plus a Degree / Diploma in Business Analysis, Business Administration or Business Management.At least 5 years of experience in a customer services environment.A Certification in ITIL is advantageous.Proven ability to perform the overall duties and responsibilities of this position independently.Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.Focuses and guides self and team members in accomplishing work objectives.Interacts with others in a way that gives them confidence in one's intentions and those of the organization.Clearly communicates information and ideas, through a variety of mediums, to all stakeholders in a manner that engages and helps them understand.Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handles stress in a manner that aligns with the organization's values.Impact You'll Make: As a Consultant, your key responsibilities span across the following areas:
Technical Support Deliver service and support to end-users telephonically and one-on-one.Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.Gather customer's information and determine the issue by evaluating and analyzing the symptoms.Diagnose and resolve issues involving the TransUnion APIs.Research required information using available resources.Follow standard processes and procedures.Identify and escalate priority issues per Client specifications/SLA.Redirect problems to appropriate Resolver team when necessary.Identify alternative methods of delivery in order to ensure services are available across all disciplines.Create UAT and Production subscribers when requested.Service Delivery Organize ideas and communicate messages appropriate to listeners and situations.Follow up and make scheduled callbacks to customers where necessary.Stay current with system information, changes, and updates.Responsible for the IT service delivery to all Lines of Business and their customers across products, systems, and services.Responsible for the L1 defined process (queries, support, incidents, escalation, and outages).Reporting back on tickets logged.Work standby shifts after hours and weekends.Business Relationship/Project Management Responsible for managing the relationship between SEC and all other Lines of business.Assist with the project of IT support processes for new and existing customers.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.
TransUnion Job Title: Consultant, Customer Support Operations
TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace.
We do this with a Tru picture of each person: an actionable view of consumers, stewarded with care.
Through our acquisitions and technology investments, we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk, and advanced analytics.
As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good — and it leads to economic opportunity, great experiences, and personal empowerment for millions of people around the world.
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