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Product Support Tech
hace 2 semanas
TransUnion's Job Applicant Privacy Notice
**What We'll Bring**:
The Rep I (Product Support Tech) is an integral part to the Global Service & Support Team and works alongside the technical and operational organizations to optimize Customer Experience, System Quality and Operational Efficiency.
This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
**What You'll Bring**:
- Assist customers with the use of the product. Collect, analyze and solve customer-facing issues based on the facts presented by the customer and knowledge of the product line.
- Manages high profile client relationships
- Maintain help desk tickets with current information and provide and update support documentation as required.
- Works with other Internal Departments to determine the root cause of customer facing issues
- Provides timely escalation of issues within organization as necessary
- Drive network and system issues to resolution within Neustar.
- Drive strategic business decision making through detailed analytics, insights and Real-Time reporting on Key Performance Indicators (KPIs) results.
- Available for multiple schedules for 24x7x365 support hours.
- Ability to work a flexible schedule
**Impact You'll Make**:
- Bachelor’s degree or technical concentration preferred.
- At least 2-3 years of customer support/helpdesk experience.
- Strong clear verbal and written communication and presentation skills is required.
- Strong Custom Relationship Management (CRM) strategy and service ethic.
- Excellent interpersonal skills and able to communicate with a wide range of clients.
- Excellent analytical, research, numeracy and problem-solving skills.
- Strong decision-making skills and the ability to take the lead.
- Confident consultation skills demonstrating comfort approaching customers.
- Ability to explain complex information in simple terms and deliver clear and concise client recommendations.
- Ability to multitask and leverage escalation procedures.
- Salesforce or similar ticketing system a plus.
- Proficient in PowerPoint for some slide creation and editing
- Proficient in Excel including pivots and reporting as needed
TransUnion Job Title
Rep I, Customer Support Operations
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