What We'll Bring:• Responsible for in-scope Work Order Management, Incident Management, (First level resolution and triaging) as per the defined guidelines and instructions in the KBs
• Responsible for Incoming and Outbound Calls
• Follow and comply to defined ITIL, Health Check, Floor Management processes
• Provide regular and meaningful updates and communications to customers, users and Team Lead/management
• Working in 24*7 environment including Saturdays and Sundays
What You'll Bring:
- Adhere to following processes as per the defined SLAs or KPIs
- Categorization, responding and closure
- Work Oder Handling
- Incident categorization, initial triage, escalation, and resolution (within scope) as per the KAs
- Provide exceptional 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 for the purposes of escalating individual request 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 and second 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.
- Delivery Assurance: Adhere to defined support and quality processes as per the floor management guidelines,
- Delivery Excellence: Focus on enabling quality deliverables and enhancing customer satisfaction
Impact You'll Make:
- Perform activities mentioned in based on defined guidelines in KAs with business impact understanding
- Adherence to security and compliance requirements
- Adherence to customer communication etiquettes and customer satisfaction
Ensure stated productivity requirements for the engagement
TransUnion Job TitleAnalyst, Business Systems