Job Overview
Job TitleTechnical Support Analyst
Job TypeFull Time
Offered Salary$75,000
LocationHybrid
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Job Description
About the Role
CSG is looking for a Technical Support Analyst to provide Level 2 support to customers, resolving technical issues and error messages encountered in a live production environment. This role involves troubleshooting, providing customer feedback, and utilizing provisioning and order management systems.
Responsibilities
- Provides Level 2 Support to customers, resolving technical issues and error messages in a live production environment.
- Handles all customer issues, including troubleshooting and providing feedback.
- Demonstrates awareness of end-to-end billing, rating, and provisioning flow, with good knowledge of network components integration and their functionalities.
- Utilizes provisioning and order management systems to initiate and track service activation.
- Aware of bulk provisioning processes and supports customers according to maintenance and support contracts.
- Maintains high customer satisfaction through professionalism, timely response, and issue resolution.
- Follows up on support issues, liaising with customers and the Level 4 (R&D) team.
- Analyzes and debugs CSG product applications.
- Ensures the CSG Support Tool is updated with the latest ticket details.
- Delivers product installations according to internal procedures.
- Assists direct line manager with reporting on KPIs and team progress.
- Escalates opportunities and/or issues according to established procedures.
- Performs Application Health Checks and works on performance issues.
- Requires working in different business times, including on-call 24/7, stand-by support, and working on weeknights, weekends, and public holidays.
- Ad-hoc occasional travel to customer sites may be required.
Qualifications
- Bachelor’s degree in Computer Science, Computer Information Systems, or a related discipline.
- 3-5 years of work experience in the software industry and application support.
- Sound knowledge of Billing and Rating.
- Good knowledge of the Telecommunication environment and customer service procedures.
- Experience working with CSG products (Encompass/Singleview, CSG Activation/IAT-Interactivate) is highly desirable.
- Technical Requirements: Encompass/Singleview/CSG Activation, Oracle databases & PL/SQL, Linux, Shell, Perl, Python, SOAP, REST, Tuxedo, XML.
- Subject matter expertise in an area of operations support, billing systems, provisioning, or other technical areas.
- Customer-facing skills for on-site support.
- Experience in Incident/Problem/Change/Knowledge Management.
- Experience in Automation Frameworks is a plus.
- Experience with CI/CD tools including Jenkins is a plus.
- Experience working with Kubernetes is a plus.
- Experience with monitoring tools like ELK, Grafana, etc.
- ITIL accreditation is an advantage.
- Works well within a team environment.
- Effective communication skills to convey and clarify information.
- Good written and verbal communication skills in English (Advanced); an additional language is preferred.
Key skills/competency
- Technical Support
- Customer Service
- Billing Systems
- Provisioning
- Network Integration
- Oracle Databases
- Linux
- Troubleshooting
- ITIL
- Communication Skills
How to Get Hired at CSG
- Tailor your resume: Highlight your 3-5 years of application support experience, billing/rating knowledge, and specific CSG product familiarity.
- Showcase technical skills: Emphasize your proficiency in Oracle, Linux, scripting languages (Perl, Python), and API knowledge (SOAP, REST).
- Demonstrate customer focus: Detail your experience in customer satisfaction, incident management, and effective communication.
- Prepare for technical interviews: Be ready to discuss troubleshooting scenarios and your understanding of billing and provisioning flows.
- Highlight ITIL and teamwork: Mention any ITIL accreditation and your ability to work effectively in a team environment.
Frequently Asked Questions
Find answers to common questions about this job opportunity
01What is the primary responsibility of a Technical Support Analyst II at CSG?
02What specific CSG products knowledge is preferred for this Technical Support Analyst role?
03What technical skills are essential for the Technical Support Analyst position at CSG?
04Does this Technical Support Analyst job require on-call or shift work?
05What level of education is required for the Technical Support Analyst II role at CSG?
06Are there opportunities for career growth within CSG for a Technical Support Analyst?
07What are CSG's Guiding Principles, and how do they relate to this role?
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