Brazil
Pentera
TransUnion
Junior Support Analyst
Brazil
São Paulo, São Paulo, Brazil
SQL
Automatic translation. Check the original.
TransUnion Job Title
TransUnion's Job Applicant Privacy Notice
Specialist I, Customer Support Operations
Team Overview
The Customer Support team is responsible for ensuring the operational stability and continuity of the applications supported by TransUnion, acting in monitoring, analysis, and incident resolution, and in relationships with clients and internal teams.
The area is part of the Operations structure and directly contributes to service quality, adherence to agreed service levels, and customer experience. The position reports to the Customer Support leadership. 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.
Role Overview And Core Responsibilities ·
- Act in the analysis and resolution of low-complexity incidents, performing initial diagnosis, collecting evidence, and escalating cases when necessary. ·
- Monitor tickets under your responsibility, contributing to meeting established SLAs and service continuity. ·
- Monitor alerts, applications, and supported services, identifying abnormal behaviors and potential operational impacts. ·
- Record analyses performed, evidence collected, interactions, and solutions applied to tickets clearly and completely. ·
- Create, review, and maintain operational procedures, manuals, runbooks, and knowledge base articles. ·
- Interact with clients and internal teams during the support process, maintaining clear, objective, and resolution-oriented communication. ·
- Identify recurring incidents and contribute to problem management and improvement opportunities. ·
- Support the standardization of support processes, continuous improvement of operations, and development of simple automations. ·
- Participate in technical activities outside of business hours, as planned or required by operations. ·
- Contribute to the quality of service, customer satisfaction, and evolution of support services.
Required Knowledge And Experiences ·
- Currently pursuing or completed higher education in Computer Science, Information Systems, Computer Engineering, Software Engineering, Systems Analysis and Development, or related fields, or equivalent experience in application support. ·
- Experience in application support or related areas, including handling incidents, requests, and customer inquiries. ·
- Knowledge of ITIL concepts, necessary to support structured handling of incidents, problems, requests, and service levels. ·
- Ability to perform initial analyses, collect technical evidence, document diagnoses, and direct escalations. ·
- Clear and objective verbal and written communication, organization, customer focus, teamwork, and sense of urgency.
Essential Technical Skills ·
- Basic knowledge of SQL for executing queries and supporting incident and operational data analysis. ·
- Knowledge of Windows Server and IIS (Internet Information Services) for analysis of applications, services, and environment logs. ·
- Basic knowledge of networks and TCP/IP (Transmission Control Protocol/Internet Protocol) protocols for identifying connectivity issues. ·
- Knowledge of Web applications and the main components involved in their functioning. ·
- Familiarity with monitoring, alerting, and log analysis tools used to track application availability and behavior.
Desirable Skills ·
- Knowledge of APIs (Application Programming Interfaces), Web Services, and system integrations. ·
- Knowledge of MSMQ (Microsoft Message Queuing) or other messaging technologies.
TransUnion Overview
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
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