Technical Support Analyst II

Remote, India

We are excited to learn more about you and your unique background.

At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary. This is your opportunity to join one of our high-performing teams. Channel the power of YOU and begin the journey to becoming a CSGer.

We are looking for a Technical Support Analyst II who will:

• Provides Level 2 and operational support to customers, users, and stakeholders by resolving technical issues and error messages encountered in a live production environment.
• Performs operational tasks on CSG products such as bill runs, processing, incident management, service request fulfillment, reference data, configuration, capacity, and release management.
• Supports Business Verification Testing (BVT), Production Validation Testing (PVT), Performance Testing (PT), Comparison Testing (CT), and System Integration Testing (SIT) for changes.
• Appropriately handles all customer issues, including troubleshooting and providing feedback to customers.
• Supports customers according to the details outlined in the customer maintenance and support contracts.
• Maintains a high level of customer satisfaction through professionalism, timely responses, and resolution of issues.
• Follows up on support issues, liaising with both the customer as well as Level 3 (Professional Services) and Level 4 (R&D) teams.
• Designs, analyzes, writes code, modifies, and debugs CSG product applications.
• Ensures compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Be prepared to work during different business hours and be on-call 24/7 when needed.
• Standby support and occasional work during weeknights, weekends, or public holidays is required.
• Occasional ad-hoc travel to customer sites may be necessary.
• Works within defined objectives and internal procedures.
• Alternative procedures may be used only after consultation with other experienced staff.
• Work is performed under the direction/supervision of more senior team members.
• Work is reviewed regularly.
• Flexible work arrangements.

Required Qualifications:

• Basic knowledge and experience with one or more CSG products (particularly Singleview) are preferred.
• 3+ years of previous application support or development experience.
• A degree or diploma in Information Technology, Computer Science, or Engineering.
• ITIL certification is an advantage.

Technical Requirements:

• Proficiency in SQL (experience with Oracle databases will be preferred).
• Linux/Unix skills: Ability to create and modify shell scripts, basic system administration, and monitor performance using standard utilities.
• Proficiency in Perl, C/C++, and the ability to learn new programming languages.
• Ability to work well within a team environment and take ownership of assigned tasks end-to-end.
• Strong written and verbal communication skills.
• Basic understanding of client requirements and product implementation.
• Experience with ticket and queue management is preferred.
• Experience in the telecommunications industry is preferred.
• A good understanding of complex software system architecture and operation is preferred.

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 (Feel free to adjust this by regional benefits!)

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

View More Benefits (https://www.csgi.com/careers/)

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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