CSG

Product Support Analyst I

CSG

full-time

Posted on:

Location Type: Remote

Location: Indonesia

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Tech Stack

DockerSQL

About the role

  • Provide technical expertise/solutions for our products, aiming for end user satisfaction.
  • Act as a point of contact with our customers.
  • Monitor incidents to ensure Service Level Agreement are respected.
  • Document and report unresolved issues to Customers and follow up on them with professionalism.
  • Follow up the incidents to Product and Solution owners in Q& internal team to get the resolution based on Customer priority.
  • Escalate incidents in time to next level support.
  • Establish excellent communication channels with QA, SDE, and Incident Manager to ensure excellent Customer support.
  • Work as one with our global team.
  • Be flexible and responsive to fulfilling other duties as required.
  • Gain a mid-level understanding of products, processes and procedures within the first 6 – 12 months of employment.
  • Meet minimum performance expectations provided by the Supervisor and/or Director within the first 90 days.
  • Meet minimum expectations for quality standards within the first 90 days.
  • Consistently use soft skills on calls to ensure customer satisfaction.
  • Consistently show positive progress in quality scores and performance audits.

Requirements

  • Proficiency in English in a business environment
  • Experience troubleshooting technical situations and thoroughly documenting all relevant details
  • 1-2 years of technical experience
  • Experience with incident management
  • Experience with ITIL
  • Good to have experience with SQL and Docker
  • Understanding of CRM systems and other required software.
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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementITILSQLDockertechnical troubleshootingdocumentation
Soft Skills
communicationcustomer satisfactionprofessionalismflexibilityresponsiveness