Customer Support Operations Specialist

About the role

Join TransUnion’s Customer Support Operations team to manage critical telecom products across the U.S. and Canada. You will work at the intersection of customer support and technical operations, handling high‑volume inquiries and ensuring seamless number portability services.

Key responsibilities

• Resolve a high volume of customer inquiries via phone, email, and ticketing systems.
• Monitor number‑pooling processes, identify irregularities, and review daily reports for accuracy.
• Communicate with providers and customers to support smooth number porting while ensuring compliance.
• Process and track orders throughout the portability lifecycle, troubleshooting allocation issues.
• Maintain accurate records, manage help‑desk tickets, and meet SLA response‑time requirements.
• Act as a subject‑matter expert for complex issues and key clients, escalating when necessary.
• Partner with internal teams to resolve network/system problems and support testing/release activities.
• Use analytics and KPI reporting to inform business decisions and provide 24/7 operational support.

Required profile

• Proven experience handling high‑volume customer support inquiries.
• Familiarity with telecom number‑porting processes and related compliance.
• Ability to work under SLA constraints and manage multiple tickets simultaneously.
• Strong communication skills for interacting with carriers, providers, and internal teams.

Required skills

• Ticketing system
• Analytics and KPI reporting

What we offer

• Hybrid work arrangement (minimum two days onsite per week).
• Opportunity to work on specialized, high‑impact telecom solutions.
• Collaboration with experienced professionals and industry bodies.