Hi, I'm Sushma Nayak, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.
We are looking for a Technical Support Analyst, Lead who will:
- 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. - Requirements. Responsible for customer ticket management, customer escalations and customer reporting; May implement additional customer services to generate additional revenue.
- Ensures CSG Support Tool is updated with the latest ticket details at all times
- 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.
- Peer review on analysis and communication
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team
- May perform operational duties on Software installation and delivery during maintenance windows
- Successfully implement Unit and System support on applications
- Ensures compliance with SLAs and OLAs
- Assist direct line manager with reporting on KPIs and team progress
- Delivers product installations according to internal procedures
- Performs technical trouble shooting and consults with development teams to resolve issues
- Mentor and train new team members
- Excellent analytical and troubleshooting skills
Is this opportunity right for you? We are looking for candidates who:
- 5-7 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
- Customer facing skills to perform on-site support for customers who have purchased the services
- Subject matter expert in an area of operation support, Singleview billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, etc
- Unix skills, Create & modify shell scripts, Basic system administration, Monitor performance using standard utilities
- Oracle skills:Knowledge of Oracle SQL command is necessary PL/SLQ
- Technical Requirements (specifically for TSM position)
- C/C++, Python, Perl
- Technical Requirements (specifically for SV position)
- Basic knowledge of Telecommunication environment and customer services procedures
Our Guiding Principles
Impact
Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.
Integrity
Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s 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
- Work from Home, in-office, or hybrid
- Paid Vacation, Volunteer, Compassionate, and Holiday Time Off
- Insurance coverage for the family including in-laws, group personal accident and term life insurance policy
- Employee Insurance Top-Up
- Tele consultation
- Emotional and Mental Well-being Support
- Parental Leave
- Education and Internet reimbursement
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):
IN.Bangalore.Office
