[Hiring] Technical Support Analyst I @CSG

Role Description

We are looking for a Technical Support Analyst I who will:

• Provide Level 2 and operational support to customers, users, and stakeholders by resolving technical issues and error messages encountered in a live production environment.
• Perform operational tasks on CSG products such as reference data, configuration, capacity, release management, ad-hoc reports, scripts, bill runs, processing, incident management, service request fulfillment, etc.
• Support Business Verification Testing (BVT), Production Validation Testing (PVT), Performance Testing (PT), Comparison Testing (CT), and System Integration Testing (SIT) for changes.
• Appropriately handle all customer issues, including troubleshooting and providing feedback to customers.
• Support customers according to the details outlined in the customer maintenance and support contracts.
• Maintain a high level of customer satisfaction through professionalism, timely responses, and resolution of issues.
• Follow up on support issues, liaising with both the customer as well as Level 3 (Professional Services) and Level 4 (R&D) teams.
• Design, analyze, write code, modify, and debug CSG product applications.
• Ensure compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Be prepared to work during different business hours and be on-call 24/7 when needed.
• Provide standby support and occasional work during weeknights, weekends, or public holidays as required.
• Occasionally travel to customer sites may be necessary.
• Work within defined objectives and internal procedures.
• Use alternative procedures only after consultation with other experienced staff.
• Work is performed under the direction/supervision of more senior team members.
• Work is reviewed regularly.
• Flexible work arrangements.

Qualifications

• Basic knowledge and experience with one or more CSG products (particularly Singleview/Encompass) are preferred.
• 3+ years of previous application support or development experience.
• A degree or diploma in Information Technology, Computer Science, or Engineering.
• ITIL certification is an advantage.

Requirements

• Proficiency in SQL (experience with Oracle databases will be preferred).
• Linux/Unix skills: Ability to create and modify shell scripts, basic system administration, and monitor performance using standard utilities.
• Good to have knowledge in Perl, C/C++, Python and the ability to learn new programming languages.
• Ability to work well within a team environment and take ownership of assigned tasks end-to-end.
• Strong written and verbal communication skills.
• Basic understanding of client requirements and product implementation.
• Experience with ticket and queue management is preferred.
• Experience in the telecommunications industry is preferred.
• A good understanding of complex software system architecture and operation is preferred.

Benefits

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