Rep II, IT Support

TransUnion offers a welcoming and energetic environment that fosters collaboration and innovation, providing opportunities for employees to enhance existing skills and build new capabilities. This entry-level IT Support position focuses on delivering exceptional customer service to internal and external B2B clients through various support channels like phone and electronic media. The role involves providing first-level technical support, classifying requests, assisting clients with equipment, software, and account procedures, and escalating complex issues to higher-level teams.

Must Have

• Provide first-level technical support and classification for requests via phone, ITSM system, and email.
• Assess customer service needs, guiding clients on procedures for equipment, relocations, software installation, login, or scheduling changes.
• Assist Level 2/3 team members with support projects and departmental operations.
• Deliver exceptional customer service to all internal and external clients.
• Identify and address customer issues to determine support needs and resolution paths.
• Seek resolutions or escalate individual requests to higher support teams.

Perks & Benefits

• welcoming and energetic environment that fosters collaboration and innovation
• opportunity to hone current skills and build new capabilities

What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that fosters collaboration and innovation. We are constantly exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone their current skills and build new capabilities, while discovering their genius. Come be part of our team! You will work with great people, pioneering products, and cutting-edge technology.

JOB DESCRIPTION

This is an entry-level support position responsible for providing an incredible and memorable customer service experience with every interaction. This position supports internal and external B2B clients through designated support channels, such as phone and/or electronic media.

What You'll Bring:

This is an entry-level support position responsible for providing an incredible and memorable customer service experience with every interaction. This position supports internal and external B2B clients through designated support channels, such as phone and/or electronic media.

Impact You'll Make:

HOW WILL YOU CONTRIBUTE? (functions)

• Provide first-level technical support and classification when processing and responding to requests through a variety of support channels such as phone, ITSM ticketing system, and email.
• Assess customer service needs, guiding and assisting clients in established procedures to request equipment, relocations, software installation, login, or scheduling changes.
• Assist Level 2/3 team members in support projects and departmental operations as required or requested.
• Provide exceptional customer service to all our internal and external clients by being courteous, polite, and friendly to all those we serve.
• Recognize and address customer issues to determine overall support needs and the appropriate resolution path.
• Seek possible resolutions or the escalation of individual requests to a higher support team.

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.