Technical Support Analyst I
CSG
full-time
Posted on:
Location Type: Remote
Location: India
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About the role
- Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment.
- Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
- He/she must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities.
- Hands on Singleview product knowledge and experience in using provisioning and order management systems tools to initiate and track the service activation process.
- Must be aware of bulk provisioning process.
- Supports customers per 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 4 (R&D) team.
- Analyze and debug CSG product applications.
- Ensures CSG Support Tool is always updated with the latest ticket details.
- Delivers product installations according to internal procedures.
- Assist direct line manager with reporting on KPIs and team progress.
- 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, stand by support and working on weeknights/weekends/public holidays is required.
- Ad-hoc occasional travel to customer sites.
Requirements
- 2-4 years of work experience in software industry and application support experience.
- Degree or Diploma in Information Technology; Computer Science, Engineering.
- Sound knowledge on Billing and Rating.
- Good knowledge of Telecommunication environment and customer services procedures.
- Experience working with CSG products (Encompass(Singleview)/CSG Activation(IAT-Interactivate)) and having good knowledge.
- Technical Requirements for Encompass(Singleview)/CSG Activation(IAT-Interactivate), Oracle databases & PL/SQL, Shell, Perl, Python, SOAP, REST, Tuxedo, XML.
- Subject matter expert in an area of operation support, billing system, provisioning, and other technical areas e.g., Oracle database, RedHat, Linux or Unix OS, etc.
- Customer facing skills to perform on-site support for customers who have purchased the services.
- Experience in Incident/Problem/Change/Knowledge Management.
- Experience in Automation Frameworks would be a plus.
- Experience with CI/CD tools including Jenkins.
- ITIL accreditation will be an advantage.
- Works well within a team environment.
- Good written and verbal communication skills.
- Able to communicate effectively to convey and clarify information.
- Able to communicate in English (Advanced) and one additional language is preferred.
Benefits
- Special assistance due to a disability in employment
- Accommodations for persons with disabilities in employment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
CSG productsEncompassCSG ActivationOracle databasesPL/SQLShellPerlPythonSOAPREST
Soft Skills
customer facing skillscommunication skillsteamworkproblem-solvingprofessionalismtimely responsecustomer satisfactionliaisingreportingescalation
Certifications
ITIL accreditation