Job title: Customer Technical Support – Lead
Company: TransUnion
Job description: What We’ll Bring: • What we’ll bring:
A work environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile.
- Flexible time off, workplace flexibility, an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars.
- Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius.
What You’ll Bring:
What you’ll bring: * Supervisor capabilities that allow for the on-going operations of the offshore team including:
- Perform activities to enhance team’s performance
- Adherence to company policies, security and compliance requirements
- Adherence to customer communication etiquettes and customer satisfaction
- Ensure stated productivity requirements for the engagement are met
- Establishing schedules, monitoring quality, SLA adherence, and general work standards
- Interview applicants for positions, assess training needs of team, performance management of associates, handle routine corrective counseling issues, and maintain associate records
- Producing monthly metrics that reflect team performance, customer satisfaction, and key project status
- Meet regularly with associates to review monthly statistics against quality standards and identify performance needs.
- Collaborates with team leadership on complex issues / escalations
- Expert level knowledge of product / service capabilities, system interdependencies, and technical tools for troubleshooting all ranges of customer technical questions and incidents
- Serves as escalation point for team members
- Drives escalated items to resolution
- Provides guidance / coaching to other team members
- Monitors team chat board for questions
- Shares information with the team
- Expert level communication skills pertaining to customers, sales, and internal actions.
- Clearly explains complex issues
- Shares an appropriate level of detail depending on the audience
- Partners with customers and sales organization to provide technical consultative / onboarding support (if applicable)
- Voice of the customer
- Contributes to US Information Technology initiatives ensuring the new solution is designed with the customers’ needs in mind
- Anticipates customer issues and questions. Takes action to prevent customer-impacting occurrences
- Provides mentoring of technical, functional, and customer service expertise and promotes collaboration among and within teams including formal periodic team training, knowledge article creation, data gathering / dashboard enhancements.
- Catalyst for process changes
- Encourages process improvement based on TransUnion and team mission / goals.
- Manages complex internal team initiatives to achieve routine operational excellence.
- Independently manages work load of customer reported problems, requests, and internal support needs.
- Efficiently obtains understanding of assigned support items, identifies root cause and impact of issue, determines best course of action to fully address customer reported issues and requests.
We’d love to see:
Experience with – * Relational databases, SQL, Splunk (Searches, Dashboards, Alerting), Excel (Formulas and Pivot Tables)
- Triaging connectivity and digital certificates
- Analyzing evaluating and troubleshooting data and data formats
- Credit reporting (reading & evaluating credit data)
- 7+ years of technical customer support experience
- Bachelor degree in Computer Science, Information Technology, or related field.
Impact You’ll Make:
TransUnion Job Title
Sr Lead, IT Support
Expected salary:
Location: Pune, Maharashtra
Job date: Fri, 19 Aug 2022 07:49:28 GMT
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