Technical Support Analyst

We're looking for a Technical Support Analyst to provide Level 2 Support to customers, resolving technical issues in a live production environment. The ideal candidate will have a bachelor's degree in computer science and 2+ years of work experience in software industry and application support.

Requirements

• 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.
• Aware of end-to-end billing, rating and provisioning flow, network components integration, and their respective functionalities.
• Knowledge of CSG Activation(IAT-Interactivate) product is preferred.
• Use provisioning and order management systems tools to initiate and track the service activation 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.

Benefits

• Accommodation for persons with disabilities in employment
• Opportunities for professional growth and development
• Competitive salary and benefits package