Product Support Senior Provisioner - Chicago, United States - TransUnion

Description

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What We'll Bring:
This is a dynamic position supporting data carriers to support all order processing and support in the wholesale business space. The role consists of order management functions for Access Service Requests (ASR) as related to communications wholesale providers.
What You'll Bring:

• 5+ years of ASR ordering/provisioning experience
• Significant attention to detail and excellent project management skills as you will be required to balance multiple tasks and critical dates simultaneously.
• The ability to exceed the customer's expectations, have excellent customer service skills and maintain professionalism.
• Excellent communication skills (written and verbal), organizational skills and time management skills required.
• 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.

We'd Love to See:

• Associates degree or higher preferred
• A Sense of Urgency and the ability to discern and be concerned with sensitive customer issues.
• Proven experience in a Customer Service / Service Delivery / Provisioning role
• Strong analytical and problem-solving skills
• Proficient in Microsoft office, including Excel, word, & outlook

Impact You'll Make:

• In depth understanding of Access Service Requests (ASR) with proven experience. This can include ASR order types such us ethernet, transport, EVCs for various speeds and activity types of new, rehomes, disconnects, etc.
• Facilitate daily calls with vendor and customer teams
• Read and interpret ASRs to establish the current telecommunications environment and translate/transition to the requested service.
• Communicate with internal resources to obtain any necessary information to complete internal orders for the provision of services and follow up to ensure response.
• Track multiple types of orders simultaneously.
• Must have the ability to investigate, report, and resolve service issues.
• Assist with special projects as assigned by management.
• Assist in the training and education of other departments or individuals in the company as needed.
• Responsible for delivering a service which provides an excellent customer experience
• Participating in Quality Assurance program by auditing vendor cases, providing insightful QA coaching and providing valuable feedback during QA calibration calls.
• Interface with customers with updates on order status and resolve questions or issues
• Proactively advise customers of delays or changes
• Coordinate the escalation of orders
• Monitor work queues and order assignment

#LI-TE1
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.
Benefits:
TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, tuition reimbursement, additional (following any short-term disability) 10 weeks of parental leave with gradual return, adoption assistance, fertility coverage, spousal and domestic partner benefits, charity gift matching, employee stock purchase plan, retirement contributions with employer match, organizational growth potential through our online learning platform with guided career tracks, and access to TransUnion's Employee Resource Groups.
We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
TransUnion's Internal Job Title:
Rep III, Customer Support Operations