Technical Support Analyst I

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

📋 Description

• Delivers Level 2 and operational support to clients, users, and stakeholders by resolving technical issues and error messages that arise in a live production environment.

• Executes operational tasks on CSG products, including reference data management, configuration, capacity planning, release management, ad-hoc reporting, scripting, bill runs, processing, incident management, and service request fulfillment.

• Assists with Business Verification Testing (BVT), Production Validation Testing (PVT), Performance Testing (PT), Comparison Testing (CT), and System Integration Testing (SIT) for system changes.

• Effectively addresses all customer concerns, troubleshooting issues and providing constructive feedback.

• Provides support to customers as specified in the maintenance and support agreements.

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

• Follows up on support requests, coordinating with both customers and Level 3 (Professional Services) and Level 4 (R&D) teams.

• Designs, analyzes, writes, modifies, and debugs applications for CSG products.

• Ensures adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

• Must be ready to work during varied business hours and be on-call 24/7 as required.

• Standby support and occasional work during evenings, weekends, or public holidays are necessary.

• Occasional travel to customer locations may be required.

• Operates within established objectives and internal procedures, with alternative methods being used only after consultation with experienced colleagues.

⛳️ Requirements

• Basic knowledge and experience with one or more CSG products (particularly Singleview/Encompass) is preferred.

• A minimum of 3 years of prior application support or development experience.

• A degree or diploma in Information Technology, Computer Science, or Engineering.

• ITIL certification is a plus.

• Proficiency in SQL, with a preference for experience with Oracle databases.

• Linux/Unix skills: Ability to create and modify shell scripts, perform basic system administration, and monitor performance with standard utilities.

• Familiarity with Perl, C/C++, Python is advantageous, along with the capacity to learn new programming languages.

• Capability to collaborate effectively within a team environment and take ownership of assigned tasks from start to finish.

• Strong written and verbal communication skills.

• Basic understanding of client requirements and product implementation.

• Experience with ticket and queue management is preferred.

• Background in the telecommunications industry is advantageous.

• A solid understanding of complex software system architecture and operation is preferred.

🏝️ Benefits

• Work from Home, in-office, or hybrid arrangements.

• Employee Belonging Groups.

• Healthcare coverage including Dental, Medical, and Vision.

• Paid time off for Vacation, Volunteer work, and Holidays.

• And much more!