Premier Customer Support Relationship Consultant

1 Minute ago • 3 Years + • Customer Service • $78,750 PA - $131,250 PA

Job Summary

Job Description

TransUnion fosters an environment where associates drive their professional development, supported by colleagues and mentors. This role offers the chance to work with pioneering products and cutting-edge technology. We seek a talented Consultant for Global Service and Support, focusing on VIP customer support, Service Level Management (SLM), and Root Cause Analysis (RCA). Key responsibilities include creating RCA documents, calculating service levels, generating customer metric summaries, and providing relationship management for top clients.
Must have:
  • 3 plus years of providing written customer facing communications
  • Minimum of three years in technology and/or IT customer support position
  • Minimum of three years’ experience utilizing the Microsoft office suite, inclusive of Excel, PowerPoint, Access, Word and Outlook
  • Strong analytical acumen and solution orientation to understand complex application, systems, and architecture designs
  • Available for after hours / on-call support and occasional overnight travel (3-5 times per year)
  • Experienced in developing presentations and presenting to medium sized audiences
  • Bachelor’s degree in business or computer science and/or the equivalent
  • Creating Root Cause Analysis documents
  • Calculating service levels and creating monthly customer metric summaries
  • Providing relationship manager support for top clients
  • Meeting with clients (as needed) to support any of the above
Good to have:
  • Experience in using Sharepoint, Splunk, Salesforce, CRM reporting tools
  • Minimum 1 year of experience reviewing, interpreting, and providing feedback on customer contracts specifically pertaining to service level commitments
  • Minimum 2 years of experience writing, reviewing, presenting and providing feedback on customer facing RCA documents
  • Experienced in data organization and reporting, comfortable using built-in reporting tools from various CRMs including report modification as well as key functions in MS Excel (pivot tables, Vlookups, combo charts)
  • Familiarity with ITIL best practices (certification strongly encouraged)
  • Prior experiencing using Splunk, specifically searching and reporting functions (certification strongly encouraged)
Perks:
  • Flexible time off for exempt associates
  • Paid time off for non-exempt associates
  • Up to 12 paid holidays per year
  • Health benefits (medical, dental, 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
  • Access to TransUnion’s Employee Resource Groups
  • Spousal, domestic partner, and other eligible dependent coverage on select health and welfare plans

Job Details

What We'll Bring:

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.

What You'll Bring:

  • 3 plus years of providing written customer facing communications
  • Minimum of three years in technology and/or IT customer support position
  • Minimum of three years’ experience utilizing the Microsoft office suite, inclusive of Excel, PowerPoint, Access, Word and Outlook
  • Experience in using the following the following tools is strongly preferred (Sharepoint, Splunk, Salesforce, CRM reporting tools)
  • The role requires a strong analytical acumen and solution orientation to understand the nuances of complex application, systems, and architecture designs
  • Available for after hours / on-call support and occasional overnight travel (3-5 times per year)
  • Experienced in developing presentations and presenting to medium sized audiences.
  • Bachelor’s degree in business or computer science and/or the equivalent

We'd love to see:

  • Minimum 1 year of experience reviewing, interpreting, and providing feedback on customer contracts specifically pertaining to service level commitments.
  • Minimum 2 years of experience writing, reviewing, presenting and providing feedback on customer facing RCA documents.
  • Experienced in data organization / reporting. Comfortable using built-in reporting tools from various CRMs including report modification as well as key functions in MS Excel (pivot tables, Vlookups, combo charts).
  • Familiarity with ITIL best practices. Certification strongly encouraged.
  • Prior experiencing using Splunk; specifically searching and reporting functions. Certification is strongly encouraged.

Impact You'll Make:

We are looking for a talented and motivated individual to join Global Service and Support as a Consultant for a recently formed group that provides a variety of key customer facing services including VIP customer support, Service Level Management (SLM), and Root Cause Analysis (RCA) support.

The Consultant helps to maintain and enhance the customer experience by:

  • Creating Root Cause Analysis documents
  • Calculating service levels and creating monthly customer metric summaries
  • Providing relationship manager support for top clients
  • Meeting with clients (as needed) to support any of the above.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

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.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

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.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

Similar Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Skill Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Jobs in Chicago, Illinois, United States

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Customer Service Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.

Johannesburg, Gauteng, South Africa (Remote)

Chicago, Illinois, United States (Hybrid)

Chennai, Tamil Nadu, India (Hybrid)

Chennai, Tamil Nadu, India (Hybrid)

Chennai, Tamil Nadu, India (Hybrid)

São Paulo, Brazil (Hybrid)

Boca Raton, Florida, United States (Hybrid)

Bogotá, Bogota, Colombia (Hybrid)

View All Jobs

Get notified when new jobs are added by TransUnion

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug