L2 Run Support

TransUnion's Job Applicant Privacy Notice

Team Overview

• Intermediate level knowledge of product / service capabilities, system interdependencies / data flow, and technical tools for troubleshooting intermediate to advanced level customer technical questions and incidents.
• Serve as escalation point for Analyst level team members by doing the following:
o Drive escalated items to resolution.
o Provide guidance / coaching to other team members.
o Monitor team chat board for questions.
o Shares information with the team and contributes to team meetings.
• Intermediate level of written and verbal communication skills pertaining to customers, sales, and internal actions as follows:
o Clearly explain complex issues
o Share an appropriate level of detail depending on the audience.
o Displays an intermediate level of emotional intelligence, highly collaborative, and flexible.
• Willingness to partner with customer and sales organization to provide technical consultative / onboarding support (if applicable)
• Ability to be the voice of the customer by:
o Contributes feedback to US Information Technology initiatives that will help to ensure a new solution / technology change is designed with the customer's needs in mind.
o Anticipating customer issues and questions
o Taking action to prevent customer-impacting occurrences.
• Experience mentoring technical, functional, and customer service expertise and promotes collaboration among and within teams including formal periodic team training, knowledge article creation, and data gathering / dashboard enhancements.
• Be a catalyst for process changes:
o Encourage process improvement based on TransUnion and team mission / goals
o Support team initiatives to achieve routine operational excellence.

• Independently manage workload of customer reported problems, requests, and internal support needs
• Efficiently obtain understanding of assigned support items, identify root cause and impact of issue, determine best course of action to fully address customer reported issues and requests.

This job is assigned as On-Site Essential and requires in- person work at an assigned TU office location as a condition of employment.