Product Support Analyst
Product Support Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
What youll do:
You will be reporting to the Senior Manager Help Desk
You will work with the Service Desk Team
Customer Service:
- Serve as the initial point of contact for external customer inquiries or incidents.
- May enlist analyst II/III on certain call types to help troubleshoot and resolve incidents which could include ownership transfer.
- Answer questions on lower complexity external call types; resolves requests and basic issues on initial call.
- Maintain contact with the customer on incidents retained by the analyst communicating status and resolution to ensure customer satisfaction
Incident Management:
- Gather incident details and records those details in the tracking system including:
Incident description and customer information component of the product or services affected - Business impacts workflow and subsequent severity level
- Escalate customer incidents when unable to resolve within the service desk.
Facilitate Troubleshooting
- Assist internal teams and resources to troubleshoot and identify incident resolution
- Capture and record initial triage information required by teams to research
- Upon resolution coordinate with customer to validate service restoration
- Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships implementing proactive and concise communication acting as a resource to colleagues and engaging in collaborative thinking and incident resolution while demonstrating CSGs core competencies and values.
- Understands and adheres to all applicable regulations laws (including the Bank Secrecy Act) card association rule CSG Security and Compliance standards as referenced in internal policies and procedures including the Information Security Acceptable Use Code of Conduct and other corporate policies. Keeps abreast of all applicable regulations laws and policies as they presently exist and as they change or are modified.
Communication Skills and Ability:
- Ability to write clear and concise updates and correspondence.
- Possess strong written and verbal communication skills.
- Ability to read write speak and understand the English language in a business environment.
- Ability to present information and respond to questions to a variety of levels both internally and externally
Incident Management and Customer Service Skills
- Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues.
- Ability to handle all user interactions in a professional courteous manner
- Ability to respond effectively to the most sensitive inquiries or complaints.
- Ability to coordinate with second level teams to provide issue resolution.
- Effectively Use Knowledge Tools and Resources
- Ability to plan and organize work in an effective manner under critical time constraints
- Ability to understand and apply CSG standardized instructions.
- Effectively utilizes the knowledge base documentation and tools to assist in first call resolution of issues
- Ability to resolve basic calls types with the use of existing tools and minimal assistance.
- Ability to use a personal computer. Proficiency with other Microsoft Office applications.
Minimum Requirements:
- Bachelors degree in Information Technology Undergraduate IT Helpdesk or related field
- 1-2 years experience in customer service environment
- Troubleshooting Skills and Technical Acumen
- South African Citizen / Valid South African ID
- Proficiency in Microsoft Excel (can maintain complex spreadsheets) and other MS Office packages
- Proficiency in English in a business environment
- Ability to anticipate issues and provide technical solutions for current and new internal application launches.
- Strong problem-solving skills and sound judgment and decision-making ability
- Ability to interpret and translate technical terminology
Who will love this job:
- A trusted team player- You connect and communicate effectively value diverse opinions and treat everyone with respect.
- A growth driver- You embrace change and collaborate toward shared goals.
- A game changer- You dream big and challenge the status quo to improve how things are done.
- A leader- You take initiative own your work and help others grow.
- A strategist- You think critically solve creatively and focus on meaningful business outcomes.
Perks & Benefits:
- Hybrid-working model
- Group training opportunities
- Participation in Employee Belonging Groups
Location(s):
- Town Office
Location(s):
South Africa RemoteAccommodation:
If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process please call us at 1 or email us at CSG provides accommodations for persons with disabilities in employment including during the hiring process and any interview and/or testing processes.
Our Guiding Principles:
Impact: Always help and empower others whether theyre colleagues or customers. When our employees set their minds to something great things happen.
Integrity: Do whats right for our customers and our people while being authentic. We treat everyone with trust and respectthats just who we are.
Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.
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 CSGs technologies and people have helped some of the worlds most recognizable brands solve their toughest business challenges and evolve to meet the demands of todays 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. Thats just who we are. Learn more about CSG Inclusion & Impact here.
Required Experience:
IC
Employment Type
Full-Time
