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**: **Responsibilities/Key Tasks** - 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**: **Qualifications/Education Requirement** - 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