Product Support Analyst II
Product Support Analyst II
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Job Description
Hi Im Martha Garces your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.
This position is responsible for facilitating resolution of external customer inquiries or incidents by answering questions evaluating and researching the issue and/or performing incident isolation resolution and addition to customer calls this person will assist other team members with resolving more difficult issues/incidents using their increased product knowledge and experience.
We are looking for a Product Support Analyst who will:
Handle intermediate-level customer issues.
Perform in-depth technical analysis and programmatic fixes.
Coordinate with operational and programming teams for complex issues.
Manage customer incidents from start to resolution.
Communicate effectively with customers throughout the incident lifecycle.
Document incident details including impact and severity.
Escalate unresolved issues appropriately.
Act as a Subject Matter Expert (SME) for Analyst I and other teams.
Participate in special projects and software release support.
Maintain constructive relationships and clear communication.
Adhere to company policies regulations and compliance standards.
Is this opportunity right for you We are looking for candidates who:
Prior experience as an SSC Analyst I or in an International Service Desk role.
Strong troubleshooting and problem-solving abilities.
Proficiency in technical analysis and product knowledge.
Familiarity with Microsoft Office and other tools.
Excellent verbal and written English communication.
Ability to explain technical concepts clearly.
Ownership of incident resolution.
Skilled in managing escalated issues and coordinating cross-functional teams.
Effective time management and task prioritization under pressure.
CSGer Perks & Benefits
Work from Home in-office or hybrid
Employee Belonging Groups
Healthcare: Dental Medical
Paid Vacation Volunteer and Holiday Time Off
And so much more!
#LI-Remote
Location(s):
Accommodation:
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
