Customer Support Operations

Team Overview

Trans Union's team supports a portfolio of critical telecom products across the U.S. and Canada, including caller , 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.

• 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 elevate concerns as needed.
• Partner 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.

• Bachelor’s degree preferred with 4–5 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.

• 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.

• 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.

• Medical, dental, vision coverage with day‑one eligibility; supplemental plan options.
• Life and disability coverage; optional legal, pet, and travel accident coverage.
• Adoption assistance, fertility planning coverage, caregiver support, dependent care FSA, paid parental leave.
• 401(k) with employer match and Employee Stock Purchase Plan (ESPP); financial wellness resources and career coaching.
• Tuition reimbursement, flexible time off, paid holidays, commuter benefits, employee discounts, volunteer time off and events.
• 24/7 wellness support including therapy, coaching, emotional well‑being programs, guided meditation, and financial wellness resources.

The pay range for this position is $18.22 – $26.44 per hour. Actual compensation depends on education, training, work experience, job-related skill set, location, and market considerations. Eligible employees may participate in Trans Union’s annual bonus plan and long‑term incentive programs.

Trans Union is 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. Trans Union complies with the Rehabilitation Act, Vietnam Era Veterans’ Readjustment Assistance Act, and other affirmative action and fair‑chance statutes.

Applicants must be authorized to work in the United States on a full‑time basis without employer sponsorship.