Technical Support Analyst

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

📋 Description

• Delivers Level 2 Support to clients by addressing technical challenges and error messages encountered in a live production setting.

• Effectively manages all customer inquiries by troubleshooting issues and providing appropriate feedback.

• Utilizes provisioning and order management systems to initiate and monitor the service activation process.

• Must possess knowledge of the bulk provisioning procedure.

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

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

• Follows up on support requests, coordinating with both the customer and the Level 4 (R&D) team.

• Analyzes and troubleshoots CSG product applications.

• Ensures that the CSG Support Tool is consistently updated with the most recent ticket information.

• Conducts product installations in accordance with internal protocols.

• Aids the direct line manager in reporting on KPIs and team performance.

• Escalates opportunities and/or issues in line with established procedures.

• Performs Application Health Checks.

• Addresses performance-related issues.

• Works during various business hours and is available on-call 24 hours a day, 7 days a week.

⛳️ Requirements

• A bachelor’s degree in computer science, Computer Information Systems, or a related field.

• Over 2 years of professional experience in the software industry and application support.

• Strong understanding of Billing and Rating systems.

• Good familiarity with the Telecommunication environment and customer service processes.

• Experience with CSG products (Encompass (Singleview)/CSG Activation (IAT-Interactivate)).

• Technical expertise in Encompass (Singleview)/CSG Activation (IAT-Interactivate), Oracle databases & PL/SQL, Linux, Shell, Perl, Python, SOAP, REST, Tuxedo, XML.

• Subject matter expert in operational support, billing systems, provisioning, and various technical domains.

• Strong customer-facing skills to provide on-site support for clients who have purchased services.

• Experience in Incident/Problem/Change/Knowledge Management.

• Familiarity with Automation Frameworks is a plus.

• Experience with CI/CD tools, including Jenkins.

• Knowledge of Kubernetes is advantageous.

• Experience with monitoring tools such as ELK, Grafana, etc.

• ITIL accreditation is a plus.

🏝️ Benefits

• CSG offers accommodations for individuals with disabilities in employment.

• Opportunities for professional development.