Job DescriptionWe are looking for a talented and motivated individual to join Global Service and Support as a Consultant for a recently formed group that provides a variety of key customer facing services including VIP customer support, Service Level Management (SLM), and Root Cause Analysis (RCA) support.The Consultant helps to maintain and enhance the customer experience by:Creating Root Cause Analysis documentsCalculating service levels and creating monthly customer metric summariesProviding relationship manager support for top clientsMeeting with clients (as needed) to support any of the above.In addition, we are looking for team members to to contribute to program improvements and form strong collaborative relationships with Sales, Product, Legal, Compliance, and other key teams.Communication: Communicates at an advanced level in both written and verbal communications. Adapts communication style based on the audience. Has a high degree of emotional intelligence that enables clear and collaborative communication across a variety of situations.Engagement Management: Proactively manage engagements and expectations with customers experiencing service issues and other service needs. Use your business acumen, customer support experience and communication skills to problem solve, challenge the status quo, and align a broad range of cross-functional teams including Sales, Service Desk, Incident Managment, Problem Management, and other key Global Technology teams in order to keep customers engaged and informed.Subject Matter Expertise: Maintain expertise on all functions and processes within the RCA, Premier Support, and SLM domains. Grows knowledge of the various TransUnion applications and the teams that support them.Process Orientation: Analyze support ticket data pertaining to our products and platforms in order to isolate issues or trends and apprise leadership with creative solutions that may minimize or eliminate concerning patterns or trends. Initiate and govern process improvements when identified. Work cross-departmentally to address customer concerns in a timely manner.Problem Solving: Uses available reports and other data to proactively detect problems and / or improvement opportunities. For reactive scenarios, responds to customer and internal escalations and provides support through problem resolution.Diverse Perspective: Brings a unique skillset or approach to the table in every customer engagement or internal activity.Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.Team Player: Effectively integrates, motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.Mentorship: Provides mentoring of technical, functional, and customer service expertise and promotes collaboration among and within teams including formal periodic team training, knowledge article creation, data gathering / dashboard enhancements.We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .Skills and RequirementsBachelors degree in business or computer science and/or the equivalentMinimum of three years providing written customer facing communicationsMinimum of three years in technology and/or IT customer support positionMinimum of three years experience utilizing the Microsoft office suite, inclusive of Excel, PowerPoint, Access, Word and OutlookExperience in using the following the following tools is strongly preferred (Sharepoint, Splunk, Salesforce, CRM reporting tools)The role requires a strong analytical acumen and solution orientation to understand the nuances of complex application, systems, and architecture designsExcellent communication and interpersonal skills with a focus on written and verbal communication skills with internal and external stakeholders.Available for afterhours / on-call support and occasional overnight travel (3-5 times per year)Ability to multi-task in a priority changing environmentExperienced in developing presentations and presenting to medium sized audiences.Must be client focused, proactive and thorough in resolving issuesMust have experience in multi-tasking and prioritizing job responsibilitiesAbility to thrive and stay organized in a growing, high-energy, and fast-paced environment.Must be reliable, self-motivated and able to work independentlyMust be energetic and work with a positive attitudeVoice of the customer:Contributes to team initiatives ensuring the new solution is designed with the customers needs in mindAnticipates customer issues and questions.Takes action to prevent customer-impacting occurrences Minimum 1 year of experience reviewing, interpreting, and providing feedback on customer contracts specifically pertaining to service level commitments.Minimum 2 years of experience writing, reviewing, presenting and providing feedback on customer facing RCA documents.Experienced in data organization / reporting. Comfortable using built-in reporting tools from various CRMs including report modification as well as key functions in MS Excel (pivot tables, Vlookups, combo charts).Familiarity with ITIL best practices. Certification strongly encouraged.Prior experiencing using Splunk; specifically searching and reporting functions. Certification is strongly encouraged.Credit industry experience is beneficial nullWe are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
