Customer Service Support at TransUnion in Chicago, IL

Summary: TransUnion is committed to building a supportive environment for professional development. The Customer Service Support role is responsible for delivering exceptional customer service and technical support to both internal and external B2B customers. Responsibilities: - Provide customer service to all our internal and external customers by being courteous, polite and friendly toward all those we serve. Acknowledge and address customer’s issues immediately in order to determine the overall support needs and proper resolution path - Search Knowledge Base articles and/or Standard Operating Procedures for possible resolutions or the escalation of individual requests to an elevated support team for further assistance. Actively and energetically participate in departmental programs that promote and deliver exceptional customer service to those we serve - Provide first level technical support and triage by receiving, processing, and responding to work requests for timely resolutions through a variety of support channels including email, telephone, ITSM ticketing system, and email. Independently owning the customer experience throughout support engagement - Assess customer support needs by guiding and assisting customers in established procedures for requesting equipment, relocations, software installation, sign on or programming changes - Fully document all associated resolutions/ actions taken in ITSM ticking system; including, description of incident, troubleshooting methods performed, and actions taken to final resolution - Assist Tier 2/ 3 Team Members on support projects and departmental operations as engaged or requested Required Qualifications: - High School Diploma required Preferred Qualifications: - associate or bachelor's degree from an accredited college or university, or equivalent experience desired - experience in a Customer Call Center environment Required Skills: Customer Service, Technical Support Important Skills: ITSM Ticketing System, Knowledge Base Search Benefits: 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, Access to TransUnion’s Employee Resource Groups