[Hiring] Product Support Analyst @CSG

Role Description

Provides 1st level technical support of CSG products to post production customers by resolving technical issues with customers evaluating and researching the issue and/or performing incident isolation, resolution and follow-up. Responsible for customer ticket management, customer escalations, meeting SLA requirements and customer reporting.

We are looking for a Product Support Analyst who will:

• Perform in-depth troubleshooting and analysis on L1 call types, with a focus on resolving issues within the services desk (e.g. - completing programmatic fixes).
• Coordinate with/escalate to operational and programming teams to aid in further triaging of issues – including pulling together internal and external bridges for additional triage as needed.
• Own and manage external customer incidents for the entire lifecycle of the incident - regardless of priority.
• Maintain contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction.
• Gather incident details and record those details in the tracking system – including:
  • incident description and customer information,
  • component of the product or services affected,
  • business impacts, workflow and subsequent severity level.
• Escalate customer incidents when unable to resolve within the service desk.
• Support customers per the details contained in the customer maintenance and support contracts.
• Maintain a high level of customer satisfaction through professionalism; timely response and resolution of issues.
• Ensure compliance with SLAs and OLAs.
• Work in different business times and on-call 24hs / 7 days.

Qualifications

• Basic troubleshooting skills.
• Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues.
• Works within defined objectives using internal procedures.
• Alternative procedures used only after consultation with other experienced staff.
• Work is performed under direction/supervision of more senior team members.
• Work is reviewed regularly.
• Works well within a team environment.
• Able to communicate effectively to convey and clarify information.
• Good written and verbal communication skills.
• Basic understanding of client requirements and product implementation.
• Experience in Ticket and queue management.
• Good knowledge of Microsoft Office.
• Technical degree related to IT area.
• ITIL accreditation will be an advantage.
• Unix skills.
• Oracle Skills.
• Database Skills.
• Ability to read, write, speak and understand the English language in a business environment.

Benefits

• Work from Home, in-office, or hybrid.
• Employee Belonging Groups.
• Healthcare: Dental, Medical.
• Paid Vacation, Volunteer, and Holiday Time Off.
• And so much more!