Helpdesk Administrator

Under supervision, provides initial first level assistance for TransUnion products and services to both internal and external customers via telephone or electronic medium. This associate is responsible for supporting account management needs, ticket routing, and initial call triage. Leveraging knowledge articles and personal experience, the associate ensures user satisfaction by providing troubleshooting and quickly resolving customer issues. Issues that require advanced knowledge or permissions are escalated to the next level for support. Responsible for document creation and maintenance of all communication with customers. Works in a team environment with guidance from other team members and management as needed. Must be proactive and able to ensure customer satisfaction goals are met. Ideal candidates will have excellent computer and or gaming skills.

  1. Resolves clients' questions or problems over the telephone/Internet in the areas of account administration. Keeps customer informed of how and when problems are resolved. Involved in any additional follow up, testing and troubleshooting. Responsible for escalating issues to next service level if appropriate.

  2. Respond to first contact inbound phone and electronic requests for technical applications assistance for configuration/setup, operations, error messages, on-line transactions, systems status and downtime procedures for any of TransUnion products and systems. For satisfactory troubleshooting and problem resolution, the job requires a good knowledge of all products and applications that are supported and associated known software issues. Escalates issues as necessary based on complexity or access restriction.

  3. Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction utilizing pre-defined metrics and goals. Assess, prioritize, run the initial diagnostic troubleshooting process to resolve issues that are within the scope of knowledge. Serves as primary support liaison between company and customer. Escalate more complex issues to the next level as needed to expedite problem resolution.

  4. Document all communications with customers and intradepartmental constituents related to outstanding technical issues in order to escalate to next level. Identify and maintain knowledgebase articles and reference guides based on inbound issues.

  5. Keep customers abreast of problem status, set clear expectations and provide timely follow-up to customers based on SLA.

  6. Utilize internal guidelines for effective call processing and escalation of reported problems to next level support representatives.

  7. Self directed ongoing training, plus structured product or vendor related training. Keep up to date on current product versions and/or new products during specified schedules and/or off-peak hours.

  8. Provides 24-hour support coverage when required.

  9. Identify and implement process improvements.

  10. Performs other related duties as assigned.

The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position prefers a college AA/AS degree (or the equivalent in training and experience.) An incumbent's background should include:

1.Must have experience in multi-tasking and prioritizing job responsibilities. Must be flexible in resetting priorities and understanding business reasons for changing them.

2.Must possess strong written, verbal and organizational skills.

3.Must be reliable, self-motivated and able to work independently.

4.Must be energetic and work with a positive attitude.

5.Customer support experience in an applications support role, troubleshooting and resolving moderately complex technical applications issues with a demonstrated focus on excellent customer service skills is preferred.

6.Must be client focused, proactive and thorough in resolving issues.

7.Credit industry experience is beneficial.

8.Technical / gaming / programming skills and/or training are a plus.

What We Offer

We aim high — and are reaching for new heights every day. This is a terrific time to join our team as we build on our commitment to integrity, service, reliability and innovation. These values stand behind the decisions we make every day, as well as our relationships at work and with the customers we serve. We believe in the power to achieve and are taking it in bold new directions.

Who We Are

Information is a powerful thing. At TransUnion, we are dedicated to finding innovative ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information.

Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find new ways information can be used for good. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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