Technical Support Analyst II
CSG
full-time
Posted on:
Location Type: Remote
Location: India
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Job Level
Tech Stack
About the role
- Provides Level 2 support to customers, resolving technical issues in live production environments.
- Experience in ticket and queue management.
- Liaises with Level 2 (Operation support), Level 3 (PS), and Level 4 (R&D) teams for issue resolution.
- Drives process improvement to meet SLAs and service expectations.
- Available for shift work (early mornings, late evenings, nights) and on-call 24/7 support.
- Standby support and occasional work on weeknights, weekends, or public holidays.
- Ad-hoc travel to customer sites may be required.
Requirements
- 4–8 years of work experience in the software industry or related fields.
- Experience in the telecommunications industry is preferred.
- Mandatory: SingleView Familiarity with international telecommunications regulations and customer agreements.
- Basic knowledge of the telecommunication environment and customer service procedures.
- Experience with network management and troubleshooting tools.
- Good understanding of complex software system architecture and operations.
- Knowledge of Microsoft Office and 3rd Party Software (e.g. Oracle).
- Principles of SDLC and PMLC.
- UNIX and Shell Scripting Understanding of BI and data warehousing principles.
- Strong written and verbal communication skills in English.
Benefits
- 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
Level 2 supportticket managementqueue managementnetwork managementtroubleshootingUNIXShell ScriptingSDLCPMLCdata warehousing
Soft Skills
process improvementcommunication skillscustomer serviceteam collaborationproblem-solving