[Hiring] Technical Support Analyst II @CSG

Role Description

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

• Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment.
• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
• Must be aware of the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities.
• Support customers with 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.
• Follow up on support issues, liaising with both the customer as well as Level 3 and Level 4 (R&D) team.
• Analyze and debug CSG Encompass product applications issues.
• Escalate opportunities and/or issues according to established procedures.
• Perform Application Health Check.
• Work on performance issues.
• Work in different business times and on call 24/7; shift work, standby support, and working on weeknights/weekends/public holidays are required.

Qualifications

• A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
• 3+ years of working experience, preferably in Telecom domain BSS/OSS Domain.
• Knowledge of Telecom billing solutions, rating and charging systems, configurations.
• Good hands-on experience in CSG Billing Product “Single view/Encompass” billing system in Billing, Rating, Billing & Rating Issues, Rejection handling, configuration.
• End to End knowledge on Single View Billing product.
• Knowledge of Single View backend data model (table level knowledge).
• Able to analyze and fix production issues in Single view environment.
• Unix skills, Create & modify shell scripts, Basic system administration, monitor performance using standard utilities.
• Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl.
• Experience in SQL/PL-SQL/Oracle database.
• Good communications skills – both verbal and written. Able to communicate and influence at all levels effectively.
• Ensures compliance with SLAs and OLAs.
• ITIL knowledge on INC/SR, Problem, Change and Helix/BMC/Service Now or any other ticketing system.
• Works in different shifts 24*7 as per project requirements including night shifts.

Requirements

• Good to have Single View admin & PE related knowledge.
• Good Knowledge of Billing & Rating configuration (e.g. ENM, ERO, Tuxedo).
• Good knowledge of Singleview/Encompass development knowledge & EPM language.

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!