L2 Run Support

TransUnion — Mumbai - One World Center

TransUnion's Job Applicant Privacy Notice Team Overview • 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: o Drive escalated items to resolution. o Provide guidance / coaching to other team members. o Monitor team chat board for questions. o Shares 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: o Clearly explain complex issues o Share an appropriate level of detail depending on the audience. o Displays 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: o Contributes 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. o Anticipating customer issues and questions o Taking 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: o Encourage process improvement based on TransUnion and team mission / goals o Support 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

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