Product Support Analyst II
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Product Support Analyst II providing advanced technical support and customer satisfaction for billing systems at CSG. Collaborating with teams to resolve complex issues effectively.
Responsibilities:
- Provide advanced-level technical support to external customers regarding billing and other CSG product functionalities.
- Analyze and resolve complex customer inquiries and technical issues, utilizing strong problem-solving skills and a thorough understanding of our systems.
- Communicate effectively with customers through various channels (phone, email, chat) to explain technical concepts, provide updates, and manage expectations.
- Collaborate with internal teams (e.g., engineering, product management) to escalate and resolve issues, ensuring timely and efficient solutions for customers.
- Ensure compliance with all established Standard Operating Procedures (SOPs) and departmental guidelines.
- Manage multiple support requests and deadlines effectively, prioritizing tasks to meet service level agreements and customer expectations.
- Contribute to the creation and maintenance of customer-facing documentation, knowledge base articles, and internal support resources.
- Act as a people-oriented representative of CSG, fostering positive customer relationships and promoting a high level of customer satisfaction.
- Actively participate in team meetings and contribute to a collaborative work environment, sharing knowledge and best practices.
- Proactively identify trends in customer issues and provide feedback to product development teams for continuous improvement.
Requirements:
- Proven experience in a product support, technical support, or customer service role, preferably with a focus on billing systems or complex software.
- Strong understanding of billing processes and concepts.
- Excellent written communication skills, with the ability to articulate complex technical information clearly and concisely.
- Exceptional verbal communication skills, demonstrating professionalism and empathy when interacting with customers.
- Demonstrated ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
- Strong teamwork ethic and ability to collaborate effectively with colleagues and other departments.
- A people-oriented approach with a genuine desire to help customers and ensure their success.
- Experience in ensuring compliance with established procedures and guidelines.
- Proficiency in utilizing standard office software and customer support tools.
- Ability to learn new technologies and systems quickly.
Benefits:
- Accommodations for persons with disabilities in employment
- Support during application process for individuals with disabilities
Similar Jobs
Customer Support Analyst
Customer Support Analyst ensuring excellent customer experience during the customer journey with Nubimetrics. Providing support via chat and email while promoting platform adoption.
Customer Support Analyst
Customer Support Analyst ensuring excellent customer experience for Nubimetrics. Handling customer support via chat and email, promoting platform adoption and user training.
Associate Support Engineer – 1
Associate Support Engineer providing technical support and troubleshooting to customers while ensuring a high level of customer satisfaction. Collaborating with support engineers and managers to resolve technical issues.
Technical Support Specialist
Technical Support Specialist providing expert technical support at nCino. Responsible for troubleshooting complex product issues and serving as the first point of escalation for support personnel.
Technical Support Engineer – Tier II
Technical Support Engineer resolving complex technical issues for a cybersecurity platform. Collaborating with engineering and product teams to enhance customer experience and satisfaction.
Technical Support
Technical Support Specialist collaborating with cross-functional teams to provide support to CSG product suite. Maintaining application support and addressing inefficiencies for customer satisfaction.
Senior Support Engineer
Support Engineer bridging engineering and enterprise users of LanceDB. Building support infrastructure and handling distributed database customer inquiries.
AI Technology Support Engineer/Analyst
AI Technology Support Engineer/Analyst providing technical support for AI products and services at Amentum. Troubleshooting complex AI issues and collaborating with engineering teams to enhance product performance.
Database Support Engineer
Database Support Engineer providing technical support for PostgreSQL and TimescaleDB in a remote-first environment. Collaborating with customers to optimise their implementations and resolve complex issues.
Audio Video Technical Support
Audio Video Technical Support resolving technical issues at Daktronics for customers with exciting projects. Collaborating with teams in a high-technology environment.
Application Support Analyst I
Applications Help Desk Support at Kenco Logistics resolving user inquiries and technical issues. Team collaboration for software support and ensuring user satisfaction while maintaining logs.
Operations Support Engineer
Operations Support Engineer maintaining a virtual asset fleet for energy transition solutions. Overseeing optimisers and collaborating with engineering and product teams for operational excellence.
Technical Support Representative, Bilingual (English/Spanish)
Bilingual Product Support Representative educating and supporting customers on wealth management platform. Leveraging resources in Spanish and English to resolve customer questions.
Technical Support Representative
Bilingual Product Support Representative helping customers navigate our wealth and asset management platform. Engaging with internal resources to effectively resolve customer queries.
Technical Support Technician III
Technical Support Technician III at Mercury Insurance resolving end-user computing issues and mentoring technicians. Engaging in proactive problem management and preventive solutions implementation.
Technical Support Engineer
Technical Support Engineer aiding customers in resolving technical issues with cybersecurity products. Collaborating with engineering teams to enhance user support and experience.
Senior Technical Support Engineer – Weekend Shift
Senior Technical Support Engineer ensuring customer technical excellence and operational efficiency with complex technical issues. Collaborating with support, engineering, and product teams to maintain high client satisfaction.
Senior Technical Support Engineer
Senior Technical Support Engineer providing technical support for Kevel's ad tech products and services. Responsible for investigating issues, managing tickets, and collaborating with engineering on escalations.
Sales Support Analyst
Presale Analyst coordinating new business sales and RFP processes for Cigna Healthcare. Collaborating with Sales leads to drive membership and revenue growth through medically related quotes.
Senior Workday Technical Analyst
Experienced Workday Technical Analyst responsible for optimizing and maintaining the Workday system at WEX. Ensuring effective utilization and functionality of the Workday platform.