Tsa Support Analyst II
Tsa Support Analyst II
Posted on :
18-04-2025
Employer Active
1 Vacancy
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Job Description
Key Responsibilities:
Customer Support and Management:
- Act as the primary point of contact for customers addressing their queries and concerns promptly.
- Provide support for servicerelated issues including connectivity problems billing discrepancies and service quality.
- Proactively monitor customer accounts and services to identify and resolve potential issues before they impact the customer.
Service Operations:
- Oversee and manage the operational aspects of services ensuring that all systems and processes are functioning as expected.
- Collaborate with internal teams and external partners to address and resolve service disruptions or performance issues.
- Maintain and update documentation related to services including process flows troubleshooting guides and customer communication templates.
Performance Monitoring and Optimization:
- Monitor service performance metrics and KPIs related to services identifying areas for improvement and implementing optimization strategies.
- Analyze data and generate reports on service performance customer satisfaction and operational efficiency.
- Work with technical teams to implement upgrades patches and enhancements to improve service reliability and performance.
Incident and Problem Management:
- Manage and escalate incidents and service disruptions coordinating with relevant stakeholders to ensure timely resolution.
- Conduct root cause analysis of recurring issues and work on longterm solutions to prevent future occurrences.
Customer Relationship Management:
- Build and maintain strong relationships with customers understanding their needs and providing tailored solutions.
- Conduct regular reviews with customers to assess satisfaction levels and gather feedback for continuous improvement.
Compliance and Documentation:
- Ensure compliance with industry standards regulatory requirements and internal policies related to services.
- Maintain accurate and uptodate records of customer interactions service issues and resolutions.
Additional Responsibilities may also include
- In depth triage and analysis of customer defined configuration
- Daily/Weekly/Monthly/Adhoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers
- Championing a customer and becoming the SME for said customer.
- Creation maintenance validation and publication of Remedy Knowledge Management articles
- Gathers information for cost models creates preliminary technical resource allocation plans and provides technical input and consultation.
- Consults with customers on application and system sizing performance requirements application installation and deployment.
- Performs release promotions (including core upgrades) from development through to UAT
- Establishes and maintain system/database backup and recovery policies and procedures.
- Performs technical trouble shooting and consults with development teams to resolve issues
- Conducts Performance testing tuning and backup recovery of the database
- Provides System Administration training on CSG product(s) to customers.
- Conducts testing of the product during release cycle.
Preferred Skills:
- Good to have experience of work in Banking domain.
- Experience with network management and troubleshooting tools.
- Familiarity with international telecommunications regulations and Customer agreements.
- Provides Level 2 Support to customers resolving technical issues / error messages encountered by customers in a live production environment.
- Ensures CSG Support Tool is updated with the latest ticket details at all times
- Follow up on support issues which include liaising with both the customer as well as Level 2 (product support)Level 3 (PS) and Level 4 (R&D) team.
- Escalates opportunities and/or issues according to established procedures
- Works in different business times and oncall 24hrs / 7 days.
- Shift work(Early morning Late Evening Nights) Standby support and working on weeknights/weekends/public holidays is required
- Adhoc occasional travel to customer sites may be expected
- Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders
- Peer review on analysis and communication
- Demonstration of CSG Values.
- Driven a go getter with a cando attitude
- Able to quickly grasp new ideas and concepts
- Able to drive issues to resolution with minimal to no supervision
- Able to work under pressure
- Principles of SDLC and PMLC
- Basic knowledge of Telecommunication environment and customer services procedures
- Works well within a team environment
- Able to communicate effectively to convey and clarify information
- Solid written and verbal communication skills in English
- Able to communicate in English (Advanced) and one additional language is preferred
- Good understanding of client requirements and product implementation
- Experience in Ticket and queue management
- Experience in Telecommunication industry is preferred
- Good knowledge of Microsoft Office
- Good knowledge and understanding of 3rd Party Software (Java Oracle Tuxedo)
- Good understanding of complex software system architecture and operation
- 35 years of work experience in software industry or related fields
- Degree or Diploma in Information Technology; Computer Science Engineering
- ITIL accreditation will be an advantage.
- Knowledge in a development language will be an advantage
- AWS and knowledge of cloud technologies will be an advantage
- Understand principles of BI and data warehousing.
Technical Requirements :
- Unix skills:
Create & modify shell scripts
Basic system administration
Monitor performance using standard utilities
Setup and build a Unix environment
View analyze and understand system logs
Intermediate Unix system administration skill
Product Specific Technical Requirements
- C/C
- Python
- Perl
If you are passionate about providing topnotch support to customers and thrive in a dynamic environment we encourage you to apply for this exciting opportunity.
Location(s):
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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