Helpdesk Technician

Dynamics of the Role

As our business expands and more and more people rely on our services, we are expanding our Client Support Team. The TransUnion Enterprise Client Support (TECS) team provides initial and second level support for associate end user computing and business facing customers.

At Transunion, we know that finding the right people is the reason we're a global leader in credit information and information management services. We strive to provide an environment that allows our talented people to find success and satisfaction. Now, we're adding to the team and seeking a Customer Support Senior Technician.

Transunion works with businesses and consumers to gather, analyze, and deliver critical information needed to build strong economies around the world. We help >45,000 businesses manage risk, and 500 million consumers understand and manage credit.

As our Customer Support Senior Technician, you will provide daily customer facing support across the enterprise.

The Team's Focus

TECS focuses on being the initial contact point for TransUnion's internal and external customers. We offer a clear career path and the opportunity to serve a dynamic company with best in class support. We are a 24x7 operation dedicated to amazing our customers.

How You'll Contribute:

As Customer Support Technician, you will provide assistance for TransUnion products and services to both internal and external customers via telephone or electronic medium. Individually and in cooperation with other team members, you will provide Tier 1 support for desktop and application support issues. You'll need to support multiple applications and systems for a varied user base. Key responsibilities include:

  • Field customer calls and perform Tier 1 troubleshooting techniques in attempt to resolve incidents; escalate issues using official escalation procedures when appropriate.
  • Resolve incidents by working with internal and external technology support organizations
  • Own incidents and requests while driving them through to resolution
  • Manage ticket queues with minimal supervision
  • Ensures both the customer and internal management are notified of impacting outage situations using official communications procedures
  • Open, update and closes incident and request tickets
  • Participate in 24x7x365 shift rotation
  • Contribute to written operations processes and procedures for knowledge library
  • Escalate customer bridge requests as necessary during outages
  • Any additional ad-hoc assignments as directed to meet business need

What You'll Bring:

As Customer Support Senior Technician, you should have 1-2 years' experience in a customer support center environment. You should also have an Associates Degree in a related technical field, or demonstrated real world experience. Bilingual in French or Spanish preferred.

Technical Skills

  • Experience supporting web based applications using multiple browser bases (required)
  • Certified user for Microsoft, Linux or Apple operating systems (Encouraged)
  • Experience with password management interfaces
  • Experience with using ticketing systems and knowledge library (preferred)
  • Intermediate knowledge of Microsoft Office Products

Professional Skills

  • Highly motivated individual
  • Ability to instill quality in every aspect of the job function
  • Excellent written and verbal communications skills

What We Offer

We have high standards and expectations 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 and service. 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

A global leader in credit information and information management services, TransUnion gives businesses, consumers and the global community the power to achieve their goals. Businesses count on us to better manage risk and customer relationships. Consumers are able to better manage credit to achieve their financial goals. And in communities around the world we help build strong economies and give people the power to achieve their dreams.

Exceptional opportunities are coming as we build on this strong foundation. Our ambitious growth strategy includes substantial new investment worldwide, a wide range of new solutions to help our customers succeed like never before, and new ideas for expanding our reach in every part of our dynamic and fast-moving industry. We're on an exciting journey and you can be a part of it.

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

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