Technical Support Analyst II

Hi, I'm Sushma Nayak 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 Tech Support Analyst who will be

Customer Support and Management:

• Act as the primary point of contact for customers, addressing their queries and concerns promptly.
• Provide support for roaming service-related issues, including connectivity problems, billing discrepancies, and service quality.
• Proactively monitor customer accounts and services to identify and resolve potential issues before they impact the customer.
• TAP/RAP management for Inbound and Outbound Roamers.

Service Operations:

• Oversee and manage the operational aspects of roaming services, ensuring that all systems and processes are functioning as expected.
• Collaborate with internal teams and external partners to address and resolve service disruptions or performance issues.
• Maintain and update documentation related to roaming services, including process flows, troubleshooting guides, and customer communication templates.

Performance Monitoring and Optimization:

• Monitor service performance metrics and KPIs related to roaming services, identifying areas for improvement and implementing optimization strategies.
• Analyze data and generate reports on service performance, customer satisfaction, and operational efficiency.
• Work with technical teams to implement upgrades, patches, and enhancements to improve service reliability and performance.

Incident and Problem Management:

• Manage and escalate incidents and service disruptions, coordinating with relevant stakeholders to ensure timely resolution.
• Conduct root cause analysis of recurring issues and work on long-term solutions to prevent future occurrences.

Customer Relationship Management:

• Build and maintain strong relationships with customers, understanding their needs and providing tailored solutions.
• Conduct regular reviews with customers to assess satisfaction levels and gather feedback for continuous improvement.

Compliance and Documentation:

• Ensure compliance with industry standards, regulatory requirements, and internal policies related to roaming services.
• Maintain accurate and up-to-date records of customer interactions, service issues, and resolutions.

Additional Responsibilities may also include

• In depth triage and analysis of customer defined configuration

• Daily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers

• Championing a customer and becoming the SME for said customer.

• Creation, maintenance, validation and publication of Remedy Knowledge Management articles

• Gathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation.

• Consults with customers on application and system sizing, performance requirements, application installation and deployment.

• Performs release promotions (including core upgrades) from development through to UAT

• Establishes and maintain system/database backup and recovery policies and procedures.

• Performs technical trouble shooting and consults with development teams to resolve issues

• Conducts Performance testing, tuning and backup recovery of the database

• Provides System Administration training on CSG product(s) to customers.

• Conducts testing of the product during release cycle.

Preferred Skills:

• Experience with network management and troubleshooting tools.
• Familiarity with international telecommunications regulations and roaming agreements.

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

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

• Follow up on support issues, which include liaising with both the customer as well as Level 2 (product support),Level 3 (PS) and Level 4 (R&D) team.

• Escalates opportunities and/or issues according to established procedures

• Works in different business times and on-call 24hrs / 7 days.

• Shift work, Standby support and working on weeknights/weekends/public holidays is required

• Ad-hoc occasional travel to customer sites may be expected

• Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders

• Peer review on analysis and communication

• Demonstration of CSG Values.

• Driven, a go getter with a can-do attitude

• Able to quickly grasp new ideas and concepts

• Able to drive issues to resolution with minimal to no supervision

• Able to work under pressure

• Principles of SDLC and PMLC

• Basic knowledge of Telecommunication environment and customer services procedures

• Works well within a team environment

• Able to communicate effectively to convey and clarify information

• Solid written and verbal communication skills in English

• Able to communicate in English (Advanced) and one additional language is preferred

• Good understanding of client requirements and product implementation

• Experience in Ticket and queue management

• Experience in Telecommunication industry is preferred

• Good knowledge of Microsoft Office

• Good knowledge and understanding of 3rd Party Software (Java, Oracle, Tuxedo…)

• Good understanding of complex software system architecture and operation

• 3-5 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.

• Knowledge in a development language will be an advantage

• AWS and knowledge of cloud technologies will be an advantage

• Understand principles of BI and data warehousing

Technical Requirements :

• Unix skills:

-       Create & modify shell scripts

-       Basic system administration

-       Monitor performance using standard utilities

-       Setup and build a Unix environment

-       View, analyze and understand system logs

-       Intermediate Unix system administration skill

Product Specific Technical Requirements

• C/C++,

• Python

• Perl

If you are passionate about providing top-notch support to roaming customers and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity.

Location(s):

IN.Bangalore.Office