Job Description
This role involves managing customer tickets, escalations, and reporting, ensuring ITSM tool updates, and completing business operational activities per customer contracts. The analyst will follow up on support issues, liaise with development teams, and deliver product fixes while ensuring SLA/OLA compliance. Key requirements include a bachelor's degree in computer science or related field, knowledge of telecom billing solutions, OSS/BSS domain experience, scripting, and database skills.
Must Have:
- Responsible for customer ticket management, customer escalations and customer reporting
- Ensures ITSM Tool is updated with the latest ticket details at all times
- Responsible for the completion of business operational activities in line with the customer contract
- Following up on support issues, which include liaising with the development team
- Good understand of the CSG solution delivered at the customer (SingleView)
- Delivers product fixes according to internal procedures
- Ensures compliance with SLAs and OLAs
- Works in different business times and on-call 24hs / 7 days
- A bachelor’s degree in computer science, Computer Information Systems or a related discipline
- Knowledge of telecom billing solutions, rating and charging systems, Interconnect Billing
- Experience in documenting support plans, support strategy, support cases
- Able to work in a team or independently and be self-sufficient
- Experience in telecom OSS/BSS domain
- Excellent communications skills – both verbal and written
- Able to communicate and influence at all levels effectively
- Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl
- Experience in any SQL/No-SQL/Oracle database
- Working knowledge on the Unix and various application configuration and production support
Hi, I’m Minnie J your Recruiter and guide to joining CSG! CSG is excited to announce that we are expanding our teams in Portugal to provide support to our Managed Services Clients. These teams are responsible for delivering support and operations services to our customers’ BSS solutions for CSG’s Digital Partner Management product. An exciting opportunity currently exists for a Senior Technical Support Analyst to join our growing Support & Operations team.
What you will be doing:
- Responsible for customer ticket management, customer escalations and customer reporting.
- Ensures ITSM Tool is updated with the latest ticket details at all times.
- Responsible for the completion of business operational activities in line with the customer contract.
- Following up on support issues, which include liaising with the development team.
- Good understand of the CSG solution delivered at the customer (SingleView).
- Delivers product fixes according to internal procedures.
- Ensures compliance with SLAs and OLAs.
- Works in different business times and on-call 24hs / 7 days.
You should have:
- A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
- Knowledge of telecom billing solutions, rating and charging systems, Interconnect Billing.
- Experience in documenting support plans, support strategy, support cases.
- Able to work in a team or independently and be self-sufficient.
- Experience in telecom OSS/BSS domain.
- Excellent communications skills – both verbal and written. Able to communicate and influence at all levels effectively.
- Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl.
- Experience in any SQL/No-SQL/Oracle database.
- Working knowledge on the Unix and various application configuration and production support.
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