Product Support Associate

TransUnion - Crum Lynne, PA

Full-time - Entry Level

Hybrid - Crum Lynne, PA

Administrative and Support Services

About the position

The Product Support Associate role at TransUnion involves supporting data carriers in the wholesale business space, focusing on order management functions related to Access Service Requests (ASR). This dynamic position requires effective communication and problem-solving skills to ensure smooth order processing and customer satisfaction.

Responsibilities

• Support all order processing and support in the wholesale business space.
• Manage order functions for Access Service Requests (ASR) related to communications wholesale providers.
• Navigate multiple systems to establish data services and process different order types.
• Write orders for various ASR order types and activities.
• Resolve rejects and collaborate with wholesalers to ensure smooth order completion.
• Update and respond to emails regarding ordering with downstream and upstream teams.
• Maintain quality assurance and adhere to key performance indicators and regulatory service level agreements by processing orders timely and accurately.
• Communicate daily with different telephone carriers.
• Maintain and update internal documentation in a centralized/shared location.
• Identify system issues and troubleshoot to provide information for internal/external teams.
• Prioritize workload effectively, handling multiple priorities simultaneously, and possess exceptional follow-up and problem resolution skills.
• Be available for on-call rotation.

Requirements

• 2 - 4 years of customer support experience.
• Ability to work in a fast-paced environment using analytical and problem-solving skills.
• Customer service focused with high attention to detail.
• Self-motivated and curious.
• Strong time management skills and ability to prioritize work effectively.
• Excellent oral and written communication skills.
• Technical proficiency with Microsoft applications, including the ability to format and query for reports.

Benefits

• Flexible time off for exempt associates.
• Paid time off for non-exempt associates.
• Tuition reimbursement.
• 10 weeks of parental leave with gradual return after short-term disability.
• 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 online learning platform with guided career tracks.
• Access to TransUnion's Employee Resource Groups.