Technical Support Analyst II

We’re excited to learn more about you and how your experience can strengthen our team to provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.

Requirements

• Provide Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment.
• Handle all customer issues including troubleshooting and providing feedback to the customer.
• Be aware of the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities.
• Use provisioning and order management systems tools to initiate and track the service activation process.
• Support customers per the details contained in the customer maintenance and support contracts.
• Maintain a high level of customer satisfaction through professionalism, timely response, and resolution of issues.
• Follow 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.
• Ensure CSG Support Tool is always updated with the latest ticket details.
• Deliver product installations according to internal procedures.
• Assist direct line manager with reporting on KPIs and team progress.
• Escalate opportunities and/or issues according to established procedures.
• Perform Application Health Check.
• Work on performance issues.
• Work 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

• 401k Matching
• Retirement Plan
• Generous Paid Time Off
• Relocation Assistance