Customer Support Operations

Rep II, Customer Support Operations

This team supports a portfolio of critical telecom products across the U.S. and Canada, including caller ID, trusted call solutions, and local number portability (LNP) platforms. Operating at the intersection of customer support and technical operations, the team collaborates closely with carriers and industry bodies to ensure seamless service delivery. With a highly experienced and stable team, this role offers the opportunity to work on specialized, high-impact telecom solutions.

This role reports directly to the Senior Manager of the Customer Support Operations division. 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.

Role Overview and Core Responsibilities

• Resolve a high volume of customer inquiries via phone, email, and ticketing systems, collaborating with customers and internal teams.
• Monitor number pooling processes, identify irregularities, and review daily reports to ensure accuracy.
• Communicate with providers and customers to support smooth number porting while ensuring compliance and timely updates.
• Process and track orders through the portability lifecycle, resolving allocation and troubleshooting issues.
• Maintain accurate records, manage helpdesk tickets, and meet SLA requirements for response times.
• Act as a subject matter expert, handle complex issues and key clients, and escalate concerns as needed.
• Partners with internal teams to resolve network/system issues and support testing and release activities.
• Use analytics and KPI reporting to support business decisions while providing 24/7 operational support.

Required Knowledge and Experiences

• Bachelor's degree preferred with 45 years of customer support/helpdesk or telecom experience, including 3+ years of technical application support.
• Strong knowledge of telecom concepts, especially Local Number Portability (LNP), routing, switching, and IP protocols.
• Excellent verbal and written communication, strong interpersonal skills, and a customer-focused mindset with CRM experience.
• Strong analytical, problem-solving, and decision-making skills, with the ability to simplify complex information for clients.
• Ability to multitask in high-volume environments, manage escalations, and demonstrate leadership and collaboration.

Required Technical Skills

• Advanced proficiency in Microsoft Office tools, especially Excel (including pivot tables and reporting), Outlook, Word, and PowerPoint.
• Experience in using Salesforce or similar ticketing systems, with the ability to manage support workflows and process orders through web-based tools.

Preferred Skills

• Ability to collaborate effectively with Engineering and Development teams, supporting technical implementations and troubleshooting during releases.
• Experience managing high-profile client relationships, driving issue resolution, and improving operations and customer experience through analytics and reporting.

Benefits that support every part of your life:

At TransUnion, we design benefits to help you feel well, do well, and plan wellfrom day one.

For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax-advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection: We've got your back with company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we're here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary View email address on click.appcast.io membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.

For Your Future: Build toward what's next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long-term care insurance to plan confidently.

For You: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well-being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

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. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans' Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion's Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting View email address on click.appcast.io.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. Applicants must be authorized to work in the United States on a full-time basis without the need for employer support or sponsorship now or in the future.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company's reputation are also essential expectations of this position.

Pay Scale Information:

The pay range for this position is $18.22 - $26.44 per hour. *The pay range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual's education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion's annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver's seat of their professional developmentwhile having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that's why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good you'll work with great people, pioneering products and cutting-edge technology.