Customer Support Operations

TransUnion • Washington, DC

2d • $18 - $26 • Hybrid

About The Position

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.

Requirements

• 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.
• 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.

Nice To Haves

• 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.

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.

Benefits

• 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.
• Tax‑advantaged HSA and FSA accounts.
• Company‑paid basic life and AD&D.
• Optional voluntary life and AD&D for you and your family.
• Short‑ and long‑term disability.
• Optional legal plan, pet insurance, and travel accident coverage.
• Adoption assistance and fertility planning coverage.
• Caregiver support.
• Dependent Care FSA for possibility of an employer match.
• Complimentary Care@Work membership.
• Up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
• 401(k) with employer match.
• Employee Stock Purchase Plan (ESPP).
• Financial wellness resources.
• Career coaching.
• Optional long‑term care insurance.
• 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.
• Paid volunteer time off.
• Corporate volunteer events.
• 24/7 support including professional therapy, coaching, and emotional well‑being programs.
• Guided meditation and resources that support physical, mental, social, and financial wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree