CSG delivers innovative customer engagement solutions that help you acquire, monetize, engage and retain customers.
Product Support Analyst
Location
Colombia
Posted
18 days ago
Salary
0
Seniority
Senior
Job Description
Product Support Analyst
CSG
• 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. • Performs in-depth troubleshooting and analysis on L1 call types, with a focus on resolving issues within the services desk (e.g. - completing programmatic fixes) • Coordinates with/escalates to operational and programming teams to aide in further triaging of issues – including pulling together internal and external bridges for additional triage as needed • Owns and manages external customer incidents for the entire lifecycle of the incident - regardless of priority • Maintains contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction • Gathers incident details and records 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 • Escalates customer incidents when unable to resolve within the service desk. • Supports customers per the details contained in the customer maintenance and support contracts • Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues • Ensure compliance with SLAs and OLAs • Works in different business times and on-call 24hs / 7 days.
Job Requirements
- 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!
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