Technical Support Analyst II

Hi, I'm Bhaskar Boroo your Recruiter. At CSG, we choose to see beyond a resume paper. We put your story, perspective, background, and what you have to offer first. While the traditional approach works for some, many miss out on fantastic talent like yourself, and we refuse to make that mistake. Instead, we believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary.

We are looking for a Technical Support Analyst II who will be

• Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.

• Design, analyze, write code, modify and debug CSG product applications

• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.

• He/she must be aware about the end to end provisioning flow and good knowledge of network components integration and their respective functionalities.

• It will be good if having the IAT product knowledge. Use provisioning and order management systems tools to initiate and track the service activation process.

• Must be aware of bulk provisioning process.

• Ensures CSG Support Tool is updated with the latest ticket details at all times.

• 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.

• Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.

• Manage and support builds in Jenkins or other CI tools.

• Delivers product installations according to internal procedures.

You should have

• 5-9 years of work experience in software industry or related fields

• Degree or Diploma in Information Technology; Computer Science, Engineering

• ITIL accreditation will be an advantage

• Customer facing skills to perform on-site support for customers who have purchased the services

• Subject matter expert in an area of operation support, billing   system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, etc

• Experience in Automation Frameworks would be a plus

• Experience in Incident/Problem/Change/Knowledge Management

• Experience with CI/CD tools including Jenkins.

• Technical Requirements for IAT/Encompass

• Sound knowledge on Billing and Rating

• Oracle databases & PL/SQL, Shell, Perl, SOAP, REST, Tuxedo, XM

• Sound knowledge of Telecommunication environment and customer services procedures

Perks & Benefits

• Work from Home, in-office, or hybrid

• Paid Vacation, Volunteer, Compassionate, and Holiday Time Off

• Insurance coverage for the family including in-laws, group personal accident and term life insurance policy

• Employee Insurance Top-Up

• Tele consultation

• Sodexo

• Emotional and Mental Well-being Support

• Parental Leave

• Education and Internet reimbursement

Our Story

For over 40 years, we've serviced the world's most recognizable brands with future-ready solutions in customer engagement, revenue management, and payments that make ordinary customer experiences extraordinary. As a trusted technology provider in telecommunications, retail, financial services, and healthcare, our solutions impact over 900 customers in over 120 countries. Over 5,000 customer-obsessed CSGers in more than 20 countries made it possible and helped reach our $1 billion in revenue milestone.

Our Way of Life

Our people power a culture of integrity, innovation, and impact. In return, we power our people with the choice to work from home, in-office, or a hybrid work combination that integrates well with their lifestyle. You'll find CSGers exercising this choice at most of our locations worldwide.

We are committed to building and nurturing a diverse, supportive, and inclusive work environment where individuality is valued, and our people can flourish. We believe our workforce should reflect the world we live in and that we are stronger because of our differences. By embracing different backgrounds, attributes, experiences, and perspectives, we will help our employees, customers, and communities excel while, together, we work toward making social equality a reality.

We are committed to making a bigger community impact by creating new opportunities and access for underrepresented communities, protecting the environment, and developing technology solutions that foster digital inclusivity. That's just who we are. If not us, then who?

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