Product Support Tech

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation we’re consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

What You'll Bring:

We’re seeking a Product Support Tech to join our Numbering Services Support team who takes ownership on and works alongside the technical and operational organizations to optimize Customer Experience, System Quality and Operational Efficiency.
The Product Support Tech is an integral part to the Customer Support Team based in Costa Rica.
Responsibilities include handling all support, including supporting customers who use the Numbering Services products along with monitoring and troubleshooting the products.
The expectation for this position is to be able to solve a high percentage of customer inquiries via Phone, Email and Support Ticketing System, work directly with the external Customers and internal Team Members to identify and resolve customer issues.

• Proficiency with Microsoft Suite ( Word, Teams, Excel, etc )

• 1-2 years of experience in a customer service/inbound contact center.

• Strong English speaking and writing skills

• Highly detailed and organized to flex with changing work priorities

• Detail oriented with the ability to manage multiple high priorities

• Proficient computer skills navigating web based applications

• Experience using Salesforce

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your development in:

• Atlassian Products ( Jira, JSM, Confluence )

• Experience with telephone portability processes and terminology

Impact You'll Make:

• Provide inbound support to customers and consumers answering questions, concerns and issues in a professional, respectful, and courteous manner, with a focus on one call resolution for both phone calls and customer tickets.
• Maintain quality performance through adherence to inbound call center key performance indicators and quality expectations.
• Initiate feedback to our product teams and leadership on product features and enhancements, process and procedures and opportunities to enhance the customer/consumer experience.

• Create and send customer facing communications ( maintenance, incidents )

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Rep I, Customer Support Operations