Product Support Analyst I
CSG

Hi, I'm Juhi Banerjee, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

We are looking for a Product Support Analyst who will:

• You will report to the Senior Manager of the Service Desk and be responsible for facilitating the initial call from external customer inquiries or incidents.
• Responsible for answering questions, creating initial tickets, and performing incident resolution.
• You will be in direct contact with the customer and serve as an integral part of the CSG International Service Desk.
• Serves as the initial point of contact for external customer inquiries or incidents. May enlist analyst II/III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer.
• Answers questions on lower complexity external call types; resolves requests and basic issues on initial calls.
• Maintains contact with the customer on incidents retained by the analyst, 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, the component of the product or service affected business impacts, workflow, and subsequent severity level.
• Escalates customer incidents when unable to resolve within the service desk.
• Assists internal teams and resources to troubleshoot and identify incident resolution.
• Capture and record initial triage information required by teams to research.
• Upon resolution, coordinate with the customer to validate service restoration.
• The shift would be on Monday, Tuesday, Friday from 8:00am CT to 7:00pm CT and Saturday from 7:00am CT to 6:00pm CT.

Is this opportunity right for you? We are looking for candidates with:

• High School Diploma or GED
• Proficiency in English in a business environment.
• 1-2 years of experience in customer service environment
• Ability to anticipate issues and provide technical solutions for current and new internal application launches.
• Strong problem-solving skills sound judgment and decision-making ability
• Ability to interpret and translate technical terminology.
• Ability to write clear and concise updates and correspondence.
• Possess strong written and verbal communication skills.
• Ability to present information and respond to questions to a variety of levels - both internally and externally
• Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues.
• Ability to handle all user interactions in a professional, courteous manner.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Ability to coordinate with second-level teams to provide issue resolution.
• Ability to plan and organize work effectively under critical time constraints.
• Ability to understand and apply CSG standardized instructions.
• Effectively utilizes the knowledge base, documentation, and tools to assist in first-call resolution of issues.
• Ability to resolve basic call types with the use of existing tools and minimal assistance.
• Ability to use a personal computer. Proficiency with other Microsoft Office applications

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.

CSGer Perks & Benefits:

• Work from Home, in-office, or hybrid.
• Paid Vacation, 2 days of Volunteer Time Off per Year, and Holiday Time Off
• Immediately vested 5.5% 401(k) match
• And so much more!

View More Benefits

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 accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

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.

#LI-Remote

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$17.62-$28.19

This role is eligible for a bonus opportunity.

Location(s):
United States Remote

This job has expired.