Technical Support Analyst II

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

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

• Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment.
• Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live Encompass production environment.
• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
• You must be aware of the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities.
• It will be good if having the Singleview product knowledge. 
• Supports customers with the details contained in the customer maintenance and support contracts.
• Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues.
• Following up on support issues, which include liaising with both the customer as well as Level 3 and Level 4 (R&D) team.
• Analyze and debug CSG Encompass product applications issues.
• Escalates opportunities and/or issues according to established procedures.
• Performs Application Health Check.
• Works on performance issues.
• Works in different business times and on call 24hs / 7 days Shift work, standby support and working on weeknights/weekends/public holidays are required.

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

• A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
• Provides Level 2 Production Support to customers for CSG Billing product Single View - Resolving technical issues / error messages encountered by customers in a live production environment.
• 3+ years of working experience, preferably in Telecom domain BSS/OSS Domain.
• Knowledge of Telecom billing solutions, rating and charging systems, configurations.
• Good hands-on experience in CSG Billing Product “Single view/Encompass” billing system in Billing, Rating, Billing & Rating Issues, Rejection handling, configuration.
• End to End knowledge on Single View Billing product.
• Knowledge of Single View backend data model (table level knowledge).
• Able to analyze and fix production issues in Single view environment.
• Unix skills, Create & modify shell scripts, Basic system administration, monitor performance using standard utilities.
• Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl.
• Experience in SQL/PL-SQL/Oracle database.
• Good communications skills – both verbal and written. Able to communicate and influence at all levels effectively.
• Ensures compliance with SLAs and OLAs.
• ITIL knowledge on INC/SR, Problem, Change and Helix/BMC/Service Now or any other ticketing system.
• Works in different shifts 24*7 as per project requirements including night shifts.

Secondary Skills (Desirable):

• Good to have Single View admin &PE related knowledge.
• Good Knowledge of Billing & Rating configuration (e.g. ENM, ERO, Tuxedo).
• Good knowledge of Singleview/Encompass development knowledge & EPM language.

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 (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

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.

Location(s):

IN.Bangalore.Remote

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 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 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.