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What We'll Bring:
Provide solutions to technical and connectivity issues. Assist our B2B clients with API implementations integrating clients into the business.
- Work across all lines of business and maintain clear communication with internal and external stakeholders regarding technical solution.
- Follow SEC processes and procedure to deliver work according to SLAs which is regulated by industry standards and requirements.
What You'll Bring:
- A minimum qualification of Matriculation (grade 12) is required plus a Degree / Diploma in Business Analysis, Business Administration or Business Management will be required.
- At least 5 years of experience in a customer services environment.
- A Certification in ITIL is advantageous.
- Proven ability to perform the overall duties and responsibilities of this position independently.
- Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
- Focuses and guides self and team members in accomplishing work objectives.
- Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
- Clearly communicates information and ideas, through a variety of mediums, to all stakeholders in a manner that engages and helps them understand
- Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
- Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
- Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
- Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
- Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handles stress in a manner that aligns to the organizations values.
Impact You'll Make:
As a Consultant, your key responsibilities span across the following areas:
Technical Support
- Deliver service and support to end-users telephonically and one on one.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
- Diagnose and resolve issues involving the TransUnion API’s;
- Research required information using available resources;
- Follow standard processes and procedures;
- Identify and escalate priority issues per Client specifications/SLA;
- Redirect problems to appropriate Resolver team when necessary;
- Identify alternative methods of delivery in order to ensure services are available across all disciplines.
- Create UAT and Production subscribers when requested
- Service Delivery
- Organize ideas and communicate messages appropriate to listeners and situations;
- Follow up and make scheduled call backs to customers where necessary;
- Stay current with system information, changes and updates
- Responsible for the IT service delivery to all Lines of Business and their customers across products, systems and services.
- Responsible for the L1 defined process (queries, Support, incidents, escalation and outages).
- Reporting back on tickets logged.
- Work Standby shifts after hours and weekends.
- Business Relationship/Project Management
- Responsible for managing the relationship between SEC and all other Lines of business
- Assist with project of IT support processes for new and existing customers
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.
TransUnion Job Title
Consultant, Customer Support Operations
