Product Support Analyst

Join an elite team of IT professionals who are driven to success in finding innovative solutions for our company and clients. We respond to the complexity of a dynamic, convergent world with a flexible set of needs-based solutions, innovative new technologies, and forward-thinking that helps our clients solve business problems and identify new opportunities and revenue streams.

The Product Support Analyst provides Tier I level support to clients on the use of Company products in a Linux environment. This position will also provide back-up coverage for the Senior Product Support Analyst during vacations or time off as needed. The analyst works under general supervision of the Manager, Technical Product Support.

Training will be provided in the use of the Billing System and how to support it. You will gain skills in L1/L2 support, report writing and data analysis.

Who Will Thrive In This Role

• A hybrid – You excel when you can choose your work style – remote, in-office, travelling, a combination of all!
• A relationship-builder – You value connecting with others and creating meaningful partnerships.
• An individualist – You succeed by leading your own projects and producing impactful outcomes.
• An adaptable problem-solver – You excel in balancing priorities and managing timelines in dynamic environments.
• An empath – You know how to connect and communicate with different audiences worldwide.

We are looking for a Product Support Analyst who will:

• Provides front line technical assistance to customers by a ticketing system or other communication methods.
• Maintains product knowledge including features, functions, hardware requirements, operating systems, and software interfaces.
• Attempts to reproduce reported problems, identify, and provide immediate workarounds to overcome problems. Escalates unresolved issues to senior members of the team.
• Develops written responses to customer requests for information, such as basic billing questions, product setup, etc., which may require some research.
• Compiles statistics on billing-related data, client communications, problem resolution, open cases, and trends.
• Interacts regularly with external customers providing updates and statuses on open tickets.
• Demonstrates strong interpersonal skills when communicating with internal and external customers.
• Conducts meetings/calls with key customers (in person or via phone) to discuss their specific needs and concerns.
• Facilitates conference calls with subject matter experts and clients to troubleshoot system related issues.
• Utilizes industry standard tools and techniques to troubleshoot, diagnose, and resolve client issues.

Is this opportunity right for you? We are looking for candidates who has:

• Bachelor’s degree in Computer Science preferred, or equivalent combination of education and experience.
• 1 year of previous customer service experience required.
• Basic understanding of SQL and database concepts. (Very advantageous)
• Experience using Microsoft Office Suite (Word, Excel, PowerPoint).
• Excellent verbal and written communication skills.
• Strong analytical and problem solving skills.
• Ability to multi-task and be flexible in order to respond quickly to changing priorities.
• Ability to establish and maintain effective working relationships with internal and external stakeholders.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG’s technologies and people have helped some of the world’s most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That’s just who we are. Learn more about CSG Inclusion & Impact here

Location(s):

Australia Remote

Location(s):

Indonesia Remote