[Hiring] Product Support Analyst Intern @CSG

Role Description

This position is for the Global Service Desk, responsible for providing technical expertise/solutions for our products, aiming for end user satisfaction. The team supports customers in different countries and time zones, therefore looking for candidates to work in rotational shifts and week offs. It is required to attend the job training to learn the duties of the GSD department.

• Act as a point of contact with our customers.
• Monitor incidents to ensure Service Level Agreement are respected.
• Document and report unresolved issues to Customers and follow up on them with professionalism.
• Follow up the incidents to Product and Solution owners in Q& internal team to get the resolution based on Customer priority.
• Escalate incidents in time to next level support.
• Establish excellent communication channels with QA, SDE, and Incident Manager to ensure excellent Customer support.
• Work as one with our global team.
• Be flexible and responsive to fulfilling other duties as required.
• Gain a mid-level understanding of products, processes and procedures within the first 6 – 12 months of employment.
• Meet minimum performance expectations provided by the Supervisor and/or Director within the first 90 days.
• Meet minimum expectations for quality standards within the first 90 days.
• Consistently use soft skills on calls to ensure customer satisfaction.
• Consistently show positive progress in quality scores and performance audits.

Qualifications

• Proficiency in English in a business environment
• Experience troubleshooting technical situations and thoroughly documenting all relevant details
• 1-2 years of technical exposure
• Basic knowledge on incident management
• Basic understanding of ITIL Best Practices
• Good to have experience with SQL and Docker
• Understanding of CRM systems and other required software

Company Description

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

• By channeling the power of all, we make ordinary customer and employee experiences extraordinary.
• Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work.
• We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together.