Product Support Analyst I

Hi, I'm Erika Plazas, your Recruiter. At CSG, we choose to see beyond a resume paper. We put your story, perspective, background, and what you have to offer first. While the traditional approach works for some, many miss out on fantastic talent like yourself, and we refuse to make that mistake. Instead, we believe that by channeling the power of all, we make ordinary customer and employee experience extraordinary.

• Acts as the first point of contact for external customer inquiries or incidents.

• Answers questions and resolves basic issues on initial calls.

• Creates initial tickets for customer inquiries and incidents.

• Gathers and records detailed information about incidents, including customer details, product or service components affected, and business impacts.

• Assesses the severity level of incidents based on the workflow and business impact.

• Escalates incidents to higher-level analysts when necessary.

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

• 1-2 years of experience in a customer service environment.

• Experience working as a server Desk

• Proficiency in English in a business environment

• Experience working with Linux

• Effective utilization of the knowledge base, documentation, and tools for first-call resolution.

• Ability to resolve basic call types using existing tools with minimal assistance.

• Proficiency in using a personal computer and other Microsoft Office applications.

• Ability and willingness to work in rotational shifts, including evenings and holidays as required by the business needs.

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!

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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