Remote, India
Hi, I'm Aswathi Girijamani, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.
At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. 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 who will:
The Technical Support Analyst will work as part of a team of professionals who are responsible for support of a suite of applications supporting CSG/FSM business requirements. This role will be responsible for understanding the issues which have been reported and communicate well with all parties to resolve customer issues. Below are the job requirements and main areas of accountability:
- Login time - At around 7:30am IST.
- Ticket intake and triage; Troubleshoot, diagnose, triage application defects
- Tight Incident Management procedures; Frequent updates, progress, transparency
- Incident ownership from inception to resolution
- Work with stakeholders to gather data and move issues to resolution
- Respond to requests such as clarifying functionality and configuration and completing service requests
- Follow up on support issues, which include liaising with both the customer as well as Level 3 and Level 4 teams.
- Monitoring and maintaining the health and performance of software systems to ensure reliability & performance.
- Willing to work on overlap model for knowledge acquisition.
- Documenting operational procedures and best practices.
- Ensure compliance with SLAs and OLAs.
- Support on-call and working on weekends/public holidays is required.
Is this opportunity right for you We are looking for candidates who:
- Bachelor's degree in business, related field, or equivalent experience
- 1-3 years of work experience in software industry or related fields
- Understands the principles of SDLC and PMLC
- Able to communicate effectively to convey and clarify information
- Solid written and verbal communication skills in English
- Basic understanding of client requirements and product implementation
- Experience in Ticket and queue management
- Experience in Telecommunication industry is preferred
- Good understanding of complex software system architecture and operation
- ITIL Foundation v3 accreditation will be an advantage
- Knowledge in a development language will be an advantage
- AWS and knowledge of cloud technologies will be an advantage
- Tech Skills : Shell Scripting and Basic SQL .
- Knowledge with any other programming language will be an advantage
Our Guiding Principles
Impact
Always help and empower others, whether theyre colleagues or customers. When our employees set their minds to something, great things happen.
Integrity
Do whats right for our customers and our people while being authentic. We treat everyone with trust and respectthats just who we are.
Inspiration
Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.
CSGer Perks & Benefits (Feel free to adjust this by regional benefits!)
- Work from Home, in-office, or hybrid
- Employee Belonging Groups
- Healthcare: Dental, Medical, and Vision
- Paid Vacation, Volunteer, and Holiday Time Off
- And so much more!
View More Benefits (https://www.csgi.com/careers/)
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 [Confidential Information]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
Our Story
CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.
By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.
Learn more about CSG Inclusion & Impact here
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Location(s):
India Remote
