Technical Support Analyst
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Job Description
Technical Support Analyst providing Level 2 customer support to resolve technical issues in a live production environment. Collaborating with customers and R&D teams for effective solutions.
Responsibilities:
- Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment.
- Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
- Must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities.
- It will be good if having the CSG Activation(IAT-Interactivate) product knowledge.
- Use provisioning and order management systems tools to initiate and track the service activation process.
- Must be aware of bulk provisioning process.
- 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.
- Analyze and debug CSG product applications.
- Ensures CSG Support Tool is always updated with the latest ticket details.
- Delivers product installations according to internal procedures.
- Assist direct line manager with reporting on KPIs and team progress.
- Escalates opportunities and/or issues according to established procedures.
- Performs Application Health Check.
- Works on performance issues.
- Works in different business times and on-call 24hs / 7 days.
- Shift work, stand by support and working on weeknights/weekends/public holidays is required.
- Ad-hoc occasional travel to customer sites.
Requirements:
- A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
- 2+ years of work experience in software industry and application support experience.
- Sound knowledge on Billing and Rating.
- Good knowledge of Telecommunication environment and customer services procedures.
- Experience working with CSG products (Encompass(Singleview)/CSG Activation(IAT-Interactivate)) and having good knowledge.
- Technical Requirements for Encompass(Singleview)/CSG Activation(IAT-Interactivate), Oracle databases & PL/SQL, Linux, Shell, Perl, Python, SOAP, REST, Tuxedo, XML.
- Subject matter expert in an area of operation support, billing system, provisioning, and other technical areas.
- Customer facing skills to perform on-site support for customers who have purchased the services.
- Experience in Incident/Problem/Change/Knowledge Management.
- Experience in Automation Frameworks would be a plus.
- Experience with CI/CD tools including Jenkins.
- Experience working with Kubernetes would be a plus.
- Experience working with monitoring tools as ELK, Grafana etc.
- ITIL accreditation will be an advantage.
- Works well within a team environment.
- Able to communicate effectively to convey and clarify information.
- Good written and verbal communication skills.
- Able to communicate in English (Advanced) and one additional language is preferred.
Benefits:
- 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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