Technical Support

About the role

Joining our team as a Technical Support Analyst to work on Manage Services role under Converged Mediation (Intermediate Product) platform to work on day-to-day operational work, requirement from customer, ticket management, automation task for further strengthening the team to help in achieving task and resolving customer queries with in defined SLA.

What you will do

• Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
• Appropriately handling of all customer issues including troubleshooting and providing feedback to the customer.
• Ensures CSG Support Tool is always updated with the latest ticket details.
• Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues.
• Follow up on support issues, which include liaising with the customer.
• Performs Basic Application Health Check and works on performance issues.
• Analyze and perform bug verification, testing and beta support for assigned products.
• Ensure compliance with SLAs.
• Works in different business times and on call 24hs / 7 days.
• Able to communicate effectively to convey and clarify information.

You Should Have

• Mediation knowledge and experience of CSG Intermediate Product.
• Basic triage and analysis of customer defined configuration.
• Ability to learn new programing languages.
• Basic bug fixes using scripting (Unix, Python, C, C++).
• Telecom BSS and OSS knowledge.
• Subject matter expert in an area of operation support, billing system, and other technical areas e.g., Oracle database.
• Basic knowledge of Telecommunication environment and customer services procedures.
• Experience in Ticket and queue management.

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.