Rep II, IT Support

Rep II, IT Support

At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things. Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

Qualifications:

• High school diploma or equivalent; associate or bachelor's degree in IT or related field preferred.
• 1–2 years of experience in a customer service in a business customer support role.
• Familiarity with Windows, Microsoft Office Suite and common enterprise applications.
• Basic understanding of networking concepts and troubleshooting.
• Experience with ticketing systems (e.g., ServiceNow, Remedy, Jira) is a plus.
• Strong communication, problem-solving, and interpersonal skills.
• Ability to work in a fast-paced, team-oriented environment.
• Ability to work all shifts and weekends

Required:

• Work from office 2-3 times per week
• 30-50 words per minute typing skills
• Intermediate computer skills
• Must have a professional quiet environment when working remote
• Fast Internet to support streaming channels such as Teams and AWS

Nice to Have:

• Salesforce
• Remedy
• Crisis Connect
• Splunk
• AWS
• VPN Familiarity

The Customer Service Desk Agent is responsible for providing first-level support to internal and external users by diagnosing, troubleshooting, and resolving technical issues. This role ensures timely and professional handling of service requests, incidents, and inquiries, contributing to a positive user experience and operational efficiency.

Key Responsibilities:

• Serve as the first point of contact for customer seeking technical assistance via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the ITSM platform.
• Diagnose and resolve basic technical issues related to business products and services.
• Escalate unresolved issues to appropriate support teams following defined procedures.
• Provide status updates and follow-ups to customers in a timely and courteous manner.
• Maintain accurate documentation of issues, resolutions, and procedures.
• Assist in onboarding/offboarding tasks with escalation to support teams for prompt execution.
• Contribute to knowledge base articles and FAQs to improve self-service capabilities.
• Participate in continuous improvement initiatives and training sessions.
• Follow Knowledge Article instructions for prompt execution.
• Use proactive escalation methods (Calling/Teams) not passive methods (email).
• Maintain 90%+ Customer Satisfaction Scores (CSAT)
• Use Salesforce Templates when responding to customers
• Progress to resolve open tickets to ensure none aged over 5 days.
• Use customer service skills (Active Listening/De-escalation/Customer focused)
• Adhere to SLAs and KPIs:
• Available for call 7 hours per day
• Average call duration under 10 minutes
• Available to work any shift
• Must appear in-office 2-3 days per week
• Log into Phone system at least 5 minutes before shift
• Submit timesheet hours daily at end of shift
• Adhere to defined lunch and break schedule
• Report to shift manager unplanned absences
• Respond/Acknowledge new tickets within 30 minutes
• Respond to customer daily with status of their ticket request
• Seek active status (not passive) from support for ticket status
• Escalate to manager for help on day three of an open ticket for escalation

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.

This job posting is for an existing vacancy. The opening is the result of a newly created position.

Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.