Job details
Job type full-time
Full job description
What we`ll bring:
A work environment that encourages collaboration and innovationWe 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
G ood 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:
E xperience 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 needsThis 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 serveAcknowledge 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 assistanceActively 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 emailIndependently 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 changesEvaluate 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 challengeWill 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 visitorsYou may be required to be fully vaccinated against covid-19 as a condition of employment and/or to participate in certain work-related activitiesExemption is available to qualified candidates as a reasonable accommodation.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
Transunion`s internal job title:
Lead, project management
