Customer Support Operations

Team Overview

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.

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 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.
• Able 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.

Benefits That Support Every Part Of Your Life

• Healthcare benefits including medical, dental, and vision coverage, with supplemental plan options.
• Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
• Tax-advantaged HSA and FSA accounts to make everyday care more affordable.
• Protection benefits such as company-paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short- and long-term disability.
• Legal plan, pet insurance, and travel accident coverage.
• Family benefits like adoption assistance and fertility planning coverage, caregiver support, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
• Future benefits including tuition reimbursement, flexible time off for exempt employees or paid time off for non-exempt 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.
• Wellness benefits such as access to 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.

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.