Technical Support Analyst II

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

📋 Description

• Offers Level 2 and operational support to customers, users, and stakeholders by addressing technical issues and error messages encountered in a live production environment.

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

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

• Effectively manages all customer issues, which includes troubleshooting and providing feedback to clients.

• Supports customers in accordance with the specifics outlined in their maintenance and support contracts.

• Maintains a high level of customer satisfaction through professionalism, prompt responses, and efficient issue resolution.

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

• Designs, analyzes, writes code, modifies, and debugs CSG product applications.

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

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

• Standby support and occasional work during weeknights, weekends, or public holidays may be necessary.

• Occasional ad-hoc travel to customer locations might be required.

• Operates within defined objectives and internal procedures. Alternative procedures may only be employed after consultation with more experienced staff. Work is conducted under the guidance/supervision of senior team members and is subject to regular review. Flexible work arrangements are available.

⛳️ Requirements

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

• Over 5 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 (experience with Oracle databases is preferred).

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

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

• Ability 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 preferred.

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

🏝️ Benefits

• Work from Home, in-office, or hybrid options available.

• Employee Belonging Groups.

• Healthcare benefits: Dental, Medical, and Vision coverage.

• Paid Vacation, Volunteer, and Holiday Time Off.

• And much more!