Technical Support Analyst I

We are looking for a Technical Support Analyst I who will provide Level 2 and operational support to customers, users, and stakeholders by resolving technical issues and error messages encountered in a live production environment.

Requirements

• Provides Level 2 and operational support to customers, users, and stakeholders by resolving technical issues and error messages encountered in a live production environment.
• Performs operational tasks on CSG products such as reference data, configuration, capacity, release management, ad-hoc reports, scripts, bill runs, processing, incident management, service request fulfillment, etc.
• Supports Business Verification Testing (BVT), Production Validation Testing (PVT), Performance Testing (PT), Comparison Testing (CT), and System Integration Testing (SIT) for changes.
• Appropriately handles all customer issues, including troubleshooting and providing feedback to customers.
• Maintains a high level of customer satisfaction through professionalism, timely responses, and resolution of issues.
• Follows up on support issues, liaising with both the customer as well as Level 3 (Professional Services) and Level 4 (R&D) teams.
• Designs, analyzes, writes code, modifies, and debugs CSG product applications.
• Ensures compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Be prepared to work during different business hours and be on-call 24/7 when needed.
• Standby support and occasional work during weeknights, weekends, or public holidays is required.
• Occasional ad-hoc travel to customer sites may be necessary.

Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off