Technical Support Analyst

Hi, I'm Rita Dias, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

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 Technical Support Analyst to join our growing Support & Operations team.

What you will be doing: 

• Participating actively during sales-delivery handover to make sure transition phase is successful.

• Providing 24/7 level technical support of CSG products to postproduction customers by resolving technical issues with customers and meeting SLA requirements. 

• Responsible for customer ticket management, customer escalations and customer reporting; May implement additional customer services to generate additional revenue.

• Ensures ITSM Tool is updated with the latest ticket details at all times.

• Supports customers per the details contained in the customer maintenance and support contracts.

• Maintains a high level of customer satisfaction through professionalism, timely response and resolution of issues.

• Responsible for the completion of business operational activities in line with the customer contract.

• Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.

• Fully understand the CSG solution delivered at the customer and to be able to use this knowledge to direct test solution with relevant test cases to support the implementation and highlight any deficiencies of the delivered solution to drive business discussions and identify Change.

• Manage and support builds in Jenkins or other CI tools.

• Delivers product fixes according to internal procedures.

• Successfully implement Unit and System support on applications.

• Ensures compliance with SLAs and OLAs.

• Escalates opportunities and/or issues according to established procedures.

• Works in different business times and on-call 24hs / 7 days.

• Shift work, stand by support and working on weeknights/weekends/public holidays as required.

You should have: 

• A bachelor’s degree in computer science, Computer Information Systems or a related discipline.

• Knowledge of telecom networks GSM/ CDMA, billing solutions, rating and charging systems, CRM, Retail Billing - Pre-paid and Post-paid billing, Interconnect Billing. Roaming business and their terminology used in this business for example:- TAP/RAP file,TADIG,IOT Rates. AA14 rates, NRTRADE files, clearing house concept(DCH).

• Knowledge and use of modern software development such as Agile Scrum.

• Experience in documenting support plans, support strategy, support cases.

• Experience using the bug tracking system.

• Able to work in a team or independently and be self-sufficient.

• Expertise in analysis and troubleshooting of software systems.

• Experience in telecom OSS/BSS domain.

• Excellent communications skills – both verbal and written.  Able to communicate and influence at all levels effectively.

• Demonstrate good programming ability in any Programming language (C++, C#, Java).

• 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.

• Worked in Waterfall/ Agile / Lean / SaFe environment.

Our Guiding Principles

Impact

Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s 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

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid

• Employee Belonging Groups

• Healthcare: Dental, Medical, and Vision

• Paid Vacation, Volunteer, and Holiday Time Off

• And so much more

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 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

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, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's 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. That's just who we are. Learn more about CSG Inclusion & Impact here

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