Product Support Analyst I
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Job Description
Product Support Analyst in charge of providing technical support for CSG products. Collaborating with a global team to ensure customer satisfaction and issue resolution.
Responsibilities:
- Provide technical expertise/solutions for our products, aiming for end user satisfaction.
- Act as a point of contact with our customers.
- Monitor incidents to ensure Service Level Agreement are respected.
- Document and report unresolved issues to Customers and follow up on them with professionalism.
- Follow up the incidents to Product and Solution owners in Q& internal team to get the resolution based on Customer priority.
- Escalate incidents in time to next level support.
- Establish excellent communication channels with QA, SDE, and Incident Manager to ensure excellent Customer support.
- Work as one with our global team.
- Be flexible and responsive to fulfilling other duties as required.
- Gain a mid-level understanding of products, processes and procedures within the first 6 – 12 months of employment.
- Meet minimum performance expectations provided by the Supervisor and/or Director within the first 90 days.
- Meet minimum expectations for quality standards within the first 90 days.
- Consistently use soft skills on calls to ensure customer satisfaction.
- Consistently show positive progress in quality scores and performance audits.
Requirements:
- Proficiency in English in a business environment
- Experience troubleshooting technical situations and thoroughly documenting all relevant details
- 1-2 years of technical experience
- Experience with incident management
- Experience with ITIL
- Good to have experience with SQL and Docker
- Understanding of CRM systems and other required software.
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 [email protected].
- CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
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