Product Support Analyst
CSG

Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

Our Product Support Analyst is an initial contact for external customer inquiries or incidents. You may enlist Analyst II/III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer. The shift for this role is Monday through Friday 6:00 am CT to 3:00 pm CT.

We are looking for a Product Support Analyst who will:

• Report to the Senior Manager of the Service Desk to facilitate the initial call from external customer inquiries or incidents
• Answer questions on lower complexity external call types, create initial tickets and may resolve requests and basic issues on initial call
• Maintain contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction
• Gather incident details and record details in the tracking system including incident description and customer information, component of the product or services affected business impacts, workflow, and subsequent severity level
• Escalate customer incidents when unable to resolve within the service desk
• Assist our teams to troubleshoot incident resolution
• Capture and record initial triage information required by teams to research
• Coordinates with customer to validate service restoration core competencies and values
• After hours support will be needed on a limited basis

Is this opportunity right for you? We are looking for candidates who have:

• High School Diploma or GED
• Bilingual skills in English and Spanish (read, write, speak)
• Experience with customer service, Help Desk, NOC, or other client-facing troubleshooting
• Experience troubleshooting technical situations and thoroughly documenting all relevant details

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.

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

View More Benefits

• 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 accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

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.

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Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$17.62-$28.19

This role is eligible for a bonus opportunity.

Location(s):
United States Remote

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