Product Support Analyst I

This Product Support Analyst I position at CSG is a full-time, remote role in India, focusing on phone support for the Customer Service department. It requires at least 1 year of experience in a relevant field and a high level of customer service for both external and internal customers. Key responsibilities include attending product and service trainings, understanding CRM and other software, meeting performance and quality standards, and consistently using soft skills. Core duties involve handling incoming calls for various inquiries like transaction research, funding, billing, and providing basic technical support, troubleshooting, and escalating issues.

Must Have

• 1+ years experience in a relevant field
• High level of customer service
• Ability to attend and complete customer service trainings
• Basic understanding of CRM system and other required software
• Ability to meet minimum performance and quality expectations
• Proficiency in handling incoming phone calls from external customers (Merchants, Resellers, ISO’s)
• Capability to provide basic level tech support (troubleshooting software, resetting passwords, browser compatibility)
• Skill in distributing department-specific requests
• Ability to act as a liaison between customer and operations departments
• Competence in researching customer issues and following up
• Aptitude for creating and following up on trouble tickets for escalations

This position is a phone support for the Customer Service department. It requires a high level of customer service to our external as well as our internal customers such as coworkers and managers and therefore looking at experienced candidates with at least 1+ yrs in relative field. It is required to attend on the job trainings to learn the duties of the customer service department.

Essential duties and responsibilities include the following:

Training, Quality & Performance

• Attend customer service trainings on the products and services.
• Study and understand the products and services.
• Complete side by side training with other agents on incoming calls from customers.
• Basic understanding of CRM system and other required software.
• Gain a mid-level understanding of products, processes and procedures within first 6 – 12 months of employment.
• Meet minimum performance expectations provided by Supervisor and/or Director within first 90 days.
• Meet minimum expectations for quality standards within first 90 days.
• Consistently use soft skills on calls to ensure customer satisfaction.
• Consistently show positive progress in quality scores and performance audits.

Core Responsibilities

• Accept incoming phone calls from external customers (such as Merchants, Resellers and ISO’s), Transaction Research, Funding, Processing questions, Billing inquiries, Limit Increases, IP Address changes, Check Verify Transaction research request, Payment processing request, ACH inquiries related to fees charged on bank statements, Provide guidance to merchants to assist with PCI compliance, Assisting with client’s customer inquiries, Approval Letters, other email related request not listed.
• Provide basic level tech support, Troubleshooting software, Resetting passwords, Browser compatibility issues, Re-pop Settlement.
• Distribute department specific request to the applicable departments.
• Act as a liaison between the customer and various departments of operations.
• Research assigned customer issues and follow up within in a timely manner.
• Create trouble tickets to escalate customer issues and follow-up as required.
• Other duties as assigned.