Techical Support Analyst, Senior

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What We'll Bring:
&bull Support TransUnion customers with a range of technical support needs. Less complex items at first (account management, digital certificates, basic basic application troubleshooting) and you will progress gradually into supporting more complex items (customer onboarding, application errors, credit file and data investigations)
&bull What you'll accomplish - extensive knowledge in TransUnion products and services, deep relationships across the sales and support organizations, training newer team members, leading customer and product Onboarding initiatives, providing after hours support for urgent issues

What You'll Bring:

• Intermediate level knowledge of product / service capabilities, system interdependencies / data flow, and technical tools for troubleshooting intermediate to advanced level customer technical questions and incidents

• Serve as escalation point for Analyst level team members by doing the following:
  • Drive escalated items to resolution
  • Provide guidance / coaching to other team members
  • Monitor team chat board for questions
  • Share information with the team and contribute to team meetings

• Intermediate level written and verbal communication skills pertaining to customers, sales, and internal actions as follows:
  • Clearly explain complex issues
  • Share an appropriate level of detail depending on the audience
  • Display an intermediate level of emotional intelligence

• Willingness to partner with customer and sales organization to provide technical consultative / onboarding support (if applicable)

• Ability to be the voice of the customer by:
  • Contributing feedback to US Information Technology initiatives that will help to ensure a new solution / technology change is designed with the customer's needs in mind
  • Anticipating customer issues and questions
  • Taking action to prevent customer-impacting occurrences

• Experience mentoring technical, functional, and customer service expertise and promote collaboration among and within teams including formal periodic team training, knowledge article creation, and data gathering / dashboard enhancements

• Be a catalyst for process changes:
  • Encourage process improvement based on TransUnion and team mission / goals
  • Support team initiatives to achieve routine operational excellence

• Independently manage workload of customer reported problems, requests, and internal support needs
• Efficiently obtain understanding of assigned support items, identify root cause and impact of issue, determine best course of action to fully address customer reported issues and requests

• Experience with relational databases, SQL, Splunk (Searches, Dashboards, Alerting), Excel (Formulas and Pivot Tables)
• Experience with
  • Triaging connectivity and digital certificates
  • Analyzing evaluating and troubleshooting data and data formats
  • Credit reporting (reading & evaluating credit data)
  • Incident management and related best practices
  • Developing reports Salesforce and Splunk

• 7+ years of technical customer support experience
• Bachelor's degree in computer science, Information Technology, or related field.