Technical Support Analyst I en CSG

Design, analyze, write code, modify and debug CSG product applications
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.

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

Follow up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.
Support builds in Jenkins or other CI tools.
Perform bug verification, release testing and beta support for assigned products.
Basic triage and analysis of customer defined configuration
Creation, maintenance and publication of Remedy Knowledge Management articles

Ensure compliance with SLAs and OLAs
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
Basic troubleshooting skills

Works within defined objectives using internal procedures

Alternative procedures used only after consultation with other experienced staff

Work is performed under direction/supervision of more senior team members

Work is reviewed regularly

Basic knowledge and experience of one CSG product
Ability to learn new programing languages.
Knowledge with using Microsoft Office applications.
Basic bug fixes for those who have development responsibility
0-2 years of work experience in software industry or related fields

1-3 years previous development or application support experience

Experience in Ticket and queue management
Experience with CI/CD tools including Jenkins.
AWS certifications is an advantage.
Degree or Diploma in Information Technology; Computer Science, Engineering

ITIL accreditation will be an advantage

Technical Requirements (for all product families)

Unix skills: Create & modify shell scripts , Basic system administration , Monitor performance using standard utilities

Technical Requirements (specifically for WBMS position)

Oracle skills: Knowledge of Oracle SQL command is necessary , PL/SLQ , Knowledge of SAP BO Reporting would be an advantage , Oracle Discoverer would be an advantage

Technical Requirements (specifically for TSM position)

C/C++, Python , Perl
Technical Requirements (specifically for SV position)

C/C++ , HAC/RAC , Java ,Linux , Unix ,
Oracle databases & PL/SQL ,Perl ,SOAP , Tuxedo , XML

Technical Requirements (specifically for Route position)

SQL development (Oracle PL/SQL and/or MS SQL Server) , MS .NET framework, VB .NET, VB6 , Oracle Databases , MS SQL Server Databases

MS Analysis Services and Reporting Services (including development of DTS-functionality and Reporting Services reports in MS Visual Studio) would be advantageous

Windows Server 2000 and 2003
Basic knowledge of Telecommunication environment and customer services procedures

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

Basic 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 understanding of complex software system architecture and operation

Location(s):

Accommodation:

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 [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

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.

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.