Premier Customer Support Relationship Consultant

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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.

Pay Scale Information :

The U.S. base salary range for this position is $78,750.00 - $131,250 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.

Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

 

TransUnion's Internal Job Title:

Consultant, IT Support