1 month ago
Job Summary
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 experiences extraordinary. Channel the power of YOU as the next Full time, Technical Support Analyst Senior at CSG.
- Minimum Qualification:Degree
- Experience Level:Senior level
- Experience Length:5 years
Job Description/Requirements
Responsibilities:
- You will report to the Managed Services Executive Director to provide 2nd level technical support of CSG products to post production customers by resolving technical issues with customers and meeting Service level agreement requirements.
- You will handle all customer issues including troubleshooting and providing feedback to the customer.
- You will follow up on support issues, which include collaborating with both the customer and Level 4 (R&D) team.
- You will gather information for cost models, create preliminary technical resource allocation plans, and provide technical input and consultation.
- You will perform technical trouble shooting and consult with development teams to resolve issues
- You will conduct Performance testing, tuning and backup recovery of the database
- You will work in different business times and on-call 24hs / 7 days, Shift work, Stand by support and working on weeknights/weekends/public holidays is required and Ad-hoc occasional travel to customer sites.
Requirements:
- Degree or Diploma in Information Technology; Computer Science, Engineering, or equivalent experience
- Basic knowledge of Telecommunication environment and customer services procedures
- Experience with complex software system architecture and operation
- 5+ years of work experience in software industry or related fields
- Customer-facing skills to perform on-site support for customers who have purchased the services
- Subject matter expert in an area of operation support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS
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