Customer Service Support

TransUnion • Chicago, IL

2d • $20 - $33 • Hybrid

About The Position

At TransUnion, we strive to build an environment where our associates are in the driver’s seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day. Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology. This is an entry-level support position responsible for providing an amazing and memorable customer service experience with each direct interaction. This position supports both internal and external B2B customers through designated support channels such as telephone and electronic mediums. This customer-centric role will focus on a variety of operational and technical support requests related to desktop, applications, and user access needs.

Requirements

• High School Diploma required, associate or bachelor’s degree from an accredited college or university, or equivalent experience desired.
• experience in a Customer Call Center environment.
• Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.
• Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

Responsibilities

• Provide customer service to all our internal and external customers by being courteous, polite and friendly toward all those we serve.
• Acknowledge 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 assistance.
• Actively 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 email.
• Independently 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 changes.
• 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.

Benefits

• TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups.
• Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED