Technical Support Analyst I
@ CSG

Hybrid
$80,000
Hybrid
Full Time
Posted 13 hours ago

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XXXXXXXXX XXXXXXXXXXXXX XXXXXXX****** @csgi.com
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Job Details

About the Technical Support Analyst I Role

Join an elite team of IT professionals at CSG. The Technical Support Analyst I is responsible for providing Level 2 support by resolving technical issues, troubleshooting live production environments, and ensuring customer satisfaction.

Main Responsibilities

  • Provide Level 2 support and troubleshoot technical errors.
  • Work with billing, rating, provisioning, and network integration.
  • Utilize provisioning and order management systems for service activation.
  • Maintain updated ticket details in the Support Tool.
  • Assist with KPIs reporting and escalate issues appropriately.
  • Handle on-call support, including shift and weekend work.

Qualifications

Ideal candidates have 2-4 years of experience in the software industry, strong technical acumen in billing and telecommunication systems, and hands-on experience with CSG products (Encompass/CSG Activation). Proficiency in Oracle databases, PL/SQL, Shell, Perl, Python, SOAP, REST, and CI/CD tools such as Jenkins is required. ITIL accreditation and experience with automation frameworks are a plus.

Work Environment & Guiding Principles

The role may involve on-site customer support as well as remote assistance from Bangalore. Shift work includes evenings, weekends, and holidays. CSG values impact, integrity, and inspiration, ensuring a supportive and forward-thinking work environment.

Key skills/competency

  • Technical Support
  • Level 2 Support
  • Billing Systems
  • Provisioning
  • Oracle
  • PL/SQL
  • Automation
  • Networking
  • On-call Support
  • Customer Service
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How to Get Hired at CSG

🎯 Tips for Getting Hired

  • Customize your resume: Highlight Level 2 support and technical skills.
  • Research CSG: Understand company culture and client solutions.
  • Emphasize certifications: Showcase ITIL and technical skill credentials.
  • Prepare for interviews: Review technical scenarios and shift challenges.

📝 Interview Preparation Advice

Technical Preparation

Review Oracle and PL/SQL basics.
Practice using Shell and Perl scripts.
Familiarize with CSG product workflows.
Learn CI/CD tool fundamentals like Jenkins.

Behavioral Questions

Describe a challenging technical issue resolved.
Explain teamwork in crisis resolution.
Discuss time management under pressure.
Share customer service improvement examples.

Frequently Asked Questions