Sr. Technical Product Support Analyst-1

6 months ago

Chennai, India TransUnion LLC Full time

What We'll Bring:

•Intermediate level knowledge of product / service capabilities, system interdependencies / data flow, and technical tools for troubleshooting intermediate to advanced level customer technical questions and incidents
•Serve as escalation point for Analyst level team members by doing the following:
oDrive escalated items to resolution
oProvide guidance / coaching to other team members
oMonitor team chat board for questions
oShares information with the team and contributes to team meetings
•Intermediate level of written and verbal communication skills pertaining to customers, sales, and internal actions as follows:
oClearly explain complex issues
oShare an appropriate level of detail depending on the audience
oDisplays an intermediate level of emotional intelligence, highly collaborative, and flexible
•Willingness to partner with customer and sales organization to provide technical consultative / onboarding support (if applicable)
•Ability to be the voice of the customer by:
oContributes feedback to US Information Technology initiatives that will help to ensure a new solution / technology change is designed with the customer’s needs in mind
oAnticipating customer issues and questions
oTaking action to prevent customer-impacting occurrences
•Experience mentoring technical, functional, and customer service expertise and promotes collaboration among and within teams including formal periodic team training, knowledge article creation, and data gathering / dashboard enhancements
•Be a catalyst for process changes:
oEncourage process improvement based on TransUnion and team mission / goals
oSupport team initiatives to achieve routine operational excellence
•Independently manage workload of customer reported problems, requests, and internal support needs
•Efficiently obtain understanding of assigned support items, identify root cause and impact of issue, determine best course of action to fully address customer reported issues and requests

What You'll Bring:

Experience with relational databases, SQL, Splunk (Searches, Dashboards, Alerting), Excel (Formulas and Pivot Tables) Experience withTriaging connectivity and digital certificatesAnalyzing evaluating and troubleshooting data and data formatsCredit reporting (reading & evaluating credit data)Incident management and related best practicesDeveloping reports Salesforce and Splunk 7+ years of technical customer support experience Bachelor’s degree in computer science, Information Technology, or related field. 

Impact You'll Make:

Support customer facing Global Technology projects:Project support will be the primary focus of this positionThe first project is focused on helping customers migrate off of a legacy connectivity applicationWhen there is downtime between project work, customer technical support tickets will be the next priority Support TransUnion customers with a range of technical support needs. Less complex items at first (account management, digital certificates, basic application troubleshooting) and you will progress gradually into supporting more complex items (customer onboarding, application errors, credit file and data investigations) What you’ll accomplish – extensive knowledge in TransUnion products and services, deep relationships across the sales and support organizations, training newer team members, leading customer and product Onboarding initiatives, providing after hours support for urgent issues 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

Sr Analyst, IT Support

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