Product Support Analyst

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Delivers first-level technical support for CSG products to post-production clients by addressing technical issues, evaluating and researching each case, and/or executing incident isolation, resolution, and follow-up.

• Oversees customer ticket management, escalates issues as necessary, meets SLA requirements, and provides customer reporting.

• Conducts comprehensive troubleshooting and analysis on Level 1 call types, focusing on resolving issues within the service desk (e.g., implementing programmatic fixes).

• Collaborates with and escalates to operational and programming teams to assist in further triaging of issues, including coordinating internal and external communication for enhanced triage as needed.

• Takes ownership and manages external customer incidents throughout the entire lifecycle, irrespective of priority.

• Maintains ongoing contact with the customer throughout the incident lifecycle, updating them on status and resolution to ensure satisfaction.

• Collects incident details and logs that information in the tracking system, including incident description, customer information, affected product or service components, business impacts, workflow, and subsequent severity level.

• Escalates customer incidents when resolution is not achievable within the service desk.

• Assists customers according to the specifics outlined in the customer maintenance and support contracts.

• Upholds a high level of customer satisfaction through professionalism, prompt response, and effective issue resolution.

• Ensures adherence to SLAs and OLAs.

• Available to work during various business hours and is on-call 24/7.

⛳️ Requirements

• Fundamental troubleshooting abilities.

• Capability to retain ownership of issues until resolved and knowledge of when to escalate matters.

• Operates within established objectives using internal procedures.

• Alternative methods are only utilized after consultation with more experienced staff.

• Work is conducted under the direction and supervision of senior team members.

• Performance is reviewed regularly.

• Functions effectively within a team environment.

• Effective communication skills to convey and clarify information.

• Strong written and verbal communication skills.

• Basic understanding of client needs and product implementation.

• Experience in ticket and queue management.

• Proficient knowledge of Microsoft Office.

• Technical degree related to the IT field.

• ITIL accreditation is an advantage.

• Proficient in Unix.

• Knowledgeable in Oracle.

• Familiar with database skills.

• Ability to read, write, speak, and understand English in a professional setting.

🏝️ Benefits

• Flexible working options: Work from Home, in-office, or hybrid.

• Participation in Employee Belonging Groups.

• Comprehensive healthcare coverage: Dental and Medical.

• Paid time off for vacation, volunteer work, and holidays.

• And much more!