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Team Overview
The Universal Order Connect (UOC) team is responsible for supporting the accurate and timely provisioning of telecommunications services by processing customer orders, resolving support requests, and partnering with customers, carriers, and internal teams to ensure a seamless service experience. The team plays a critical role in delivering operational excellence, customer satisfaction, and business continuity across TransUnion's telecommunications solutions.This role reports to the Manager, Customer Operations and works closely with Business Process Operations (BPO) partners, customers, trading partners, and other internal support teams. 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
- Resolve customer support tickets and order-related issues by applying established procedures, telecommunications expertise, and sound judgment while escalating non-standard situations as needed.
- Review, validate, and process telecommunications orders, including LSRs (non-LNP), ASRs, DSRs, and Broadband orders, ensuring accuracy and compliance with industry standards.
- Maintain accurate order information and status updates within internal systems to support operational efficiency and customer visibility.
- Communicate directly with customers and trading partners regarding order placement, escalations, service issues, and troubleshooting activities.
- Deliver a high-quality customer experience through timely, accurate, and professional support across multiple communication channels.
- Collaborate with internal teams to resolve complex issues, support system enhancements, and participate in testing and implementation activities.
- Conduct quality assurance reviews of billing files, customer orders, and vendor-processed work to verify accuracy, identify trends, and escalate recurring issues.
- Provide day-to-day operational guidance to domestic and international provisioning teams, lead transition calls, and support onboarding and training activities.
- Identify opportunities to improve processes, documentation, automation, and operational workflows that enhance efficiency, quality, and customer satisfaction.
- Support projects and automation initiatives designed to reduce manual effort, improve service delivery, and lower operational cost per touch.
Required Knowledge and Experiences
- 5+ years of experience in telecommunications, network operations, IT administration, customer service, or provisioning environments supporting LSRs (non-LNP), ASRs, DSRs, and Broadband circuits.
- Demonstrated experience supporting customers within a telecommunications environment while effectively partnering with internal teams, carriers, vendors, and external stakeholders.
- Strong understanding of telecommunications order management processes, industry standards, and service delivery workflows required to successfully process and troubleshoot customer orders.
- Proven ability to work independently using documented procedures while effectively prioritizing workloads, managing multiple responsibilities, and escalating issues when appropriate.
- Strong written and verbal communication skills with a demonstrated ability to deliver professional customer interactions and build productive working relationships.
- Salesforce, including reporting and case management functionality.
- Microsoft Excel, Word, Outlook, and other Microsoft Office applications for reporting, documentation, and customer communications.
- Experience using order management, ticketing, and telecommunications provisioning systems.
- Ability to analyze, validate, and reconcile billing and order data to ensure accuracy and completeness.
- Knowledge of MEF (Metro Ethernet Forum) standards and carrier service delivery processes.
- Experience supporting broadband, carrier, or network provisioning operations in a high-volume environment.
- Experience participating in process improvement, operational excellence, or automation initiatives.
- Experience training, mentoring, or providing guidance to team members and vendor partners.
- Exposure to quality assurance programs, auditing processes, or operational performance reporting.
Benefits that support every part of your life:
At TransUnion, we design benefits to help you feel well, do well, and plan well—from day one.
For Your Health: Enjoy 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. Choose tax‑advantaged HSA and FSA accounts to make everyday care more affordable.
For Your Protection: We’ve got your back with company‑paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short‑ and long‑term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.
For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we’re here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary Care@Work membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
For Your Future: Build toward what’s next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long‑term care insurance to plan confidently.
For You: Grow and recharge with 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, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.
For Your Wellness: Access 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.
We are committed to being a place where diversity is not only present, it is embraced. As 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. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [email protected].
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.
TransUnion complies with all applicable immigration laws and regulations. The Company does not presently provide employer support or sponsorship for an immigration-related employment benefit for this position. 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.
Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.
Pay Scale Information:The pay range for this position is $24.86 - $36.06 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. Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents. The application window for this job posting is estimated to close on 08/01/2026. Job postings may come down early or be extended due to business need or volume of applicants.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.
TransUnion's Internal Job Title:
Specialist I, Carrier ProvisioningCompany:
TransUnion LLCTransUnion New York, New York, USA Office
100 Park Ave, New York, NY, United States, 10017
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