Pros
In your down time, if you're caught up on tickets you can basically do whatever you want granted, you're still attentive to phone calls
No overbearing managers checking in on you
Cons
Company feels very disorganized
TransUnion uses SalesForce as their main ticketing system, and it is not maintained at all. When a new account manager takes over an account, half the time they do not update who the account manager is in SalesForce or they will simply create a new account. You'll receive a lot of complaints from customers informing you they do not know who their account manager. I've been told by customers that Experian and Equifax list who their account manager is when they log into their accounts.
A lot of times you'll be sent on a wild goose chase to track down who the actual account manager is.
There are many accounts with the same name or a slightly altered name. For example, there will be walmart, WalMart, WALMART, and you will have to figure out which is the most up to date account for the customer.
Some account managers flat out ignore calls and emails from their customers which ends up causing more work for you since they'll be calling and emailing whatever number and/or email they can, and you'll team majority of the time receives the brunt of it.
Feels less like IT/technical work and more like a call center where your sole objective is to push tickets and direct tickets to the correct location.
There will be many tickets you are unable to resolve on your own because you do not have the correct permissions.
Unfortunately, this role is the catch all net for when the system, customers, or other TransUnion employees are unsure who to go to for an issue, meaning, you'll also receive a lot of tickets that do not fall into your scope. For example, you'll receive tickets for billing and invoices, account managers not responding to customers, questions about websites/applications you do not know, and more.
A lot of the login error tickets could be reduced if TransUnion websites informed the customer what the issue is. For example, instead of the website informing the customer their account has been locked, or they need to perform a password reset, the website will only tell the customer to contact the 1-800 number, which also creates more work for you. There's honestly a lot more wrong with this position that makes you basically feel like you are the bottom of the barrel, but I only have so much energy