Product Support Analyst

Hi, I'm Martha Garces , your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. 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: 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. Is this opportunity right for you? We are looking for candidates who: 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 CSGer Perks & 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! #LI-Remote Location(s): Colombia Remote Accommodation: If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes. Our Guiding Principles: Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen. Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are. Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure. Our Story: 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. That's just who we are. Learn more about CSG Inclusion & Impact here.