Technical Support Analyst I

Provides Level 2 Support to customers, resolving technical issues and error messages in a live production environment. Responsibilities include troubleshooting, providing feedback to customers, and understanding end-to-end billing, rating, and provisioning flow, along with network components. The role involves using provisioning and order management systems, supporting customers per contracts, maintaining high satisfaction, and liaising with R&D. Additionally, it requires analyzing/debugging CSG product applications, updating support tools, performing installations, and assisting with reporting.

Must Have

• Provide Level 2 Support to customers, resolving technical issues/error messages.
• Handle all customer issues, including troubleshooting and providing feedback.
• Awareness of end-to-end billing, rating, and provisioning flow.
• Good knowledge of network components integration and functionalities.
• Use provisioning and order management systems tools.
• Awareness of bulk provisioning process.
• Support customers per maintenance and support contracts.
• Maintain high customer satisfaction.
• Follow up on support issues, liaising with customers and Level 4 (R&D).
• Analyze and debug CSG product applications.
• Ensure CSG Support Tool is updated.
• Deliver product installations.
• Assist direct line manager with reporting on KPIs.
• Escalate opportunities and/or issues.
• Perform Application Health Check.
• Work on performance issues.
• Work in different business times and on-call 24/7 shifts.
• 2-4 years of work experience in software industry and application support.
• Degree or Diploma in Information Technology; Computer Science, Engineering.
• Sound knowledge on Billing and Rating.
• Good knowledge of Telecommunication environment and customer services procedures.
• Experience working with CSG products (Encompass(Singleview)/CSG Activation(IAT-Interactivate)).
• Technical Requirements: Oracle databases & PL/SQL, Shell, Perl, Python, SOAP, REST, Tuxedo, XML.
• Subject matter expert in operation support, billing system, provisioning, Oracle database, RedHat Linux or Unix OS.
• Customer facing skills for on-site support.
• Experience in Incident/Problem/Change/Knowledge Management.
• Experience with CI/CD tools including Jenkins.
• Works well within a team environment.
• Able to communicate effectively to convey and clarify information.
• Good written and verbal communication skills.
• Able to communicate in English (Advanced).

Good to Have

• CSG Activation(IAT-Interactivate) product knowledge
• Experience in Automation Frameworks
• ITIL accreditation
• One additional language

Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment.

Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.

He/she must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities.

It will be good if having the CSG Activation(IAT-Interactivate) product knowledge. Use provisioning and order management systems tools to initiate and track the service activation process.

Must be aware of bulk provisioning process.

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.

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

Analyze and debug CSG product applications

Ensures CSG Support Tool is always updated with the latest ticket details.

Delivers product installations according to internal procedures.

Assist direct line manager with reporting on KPIs and team progress

Escalates opportunities and/or issues according to established procedures

Performs Application Health Check

Works on performance issues

Works in different business times and on-call 24hs / 7 days Shift work, stand by support and working on weeknights/weekends/public holidays is required

Ad-hoc occasional travel to customer sites

Resource should have

2-4 years of work experience in software industry and application support experience

Degree or Diploma in Information Technology; Computer Science, Engineering

Sound knowledge on Billing and Rating

Good knowledge of Telecommunication environment and customer services procedures

Experience working with CSG products (Encompass(Singleview)/CSG Activation(IAT-Interactivate)) and having good knowledge

Technical Requirements for Encompass(Singleview)/CSG Activation(IAT-Interactivate), Oracle databases & PL/SQL, Shell, Perl, Python, SOAP, REST, Tuxedo, XML

Subject matter expert in an area of operation support, billing system, provisioning, and other technical areas e.g., Oracle database, RedHat Linux or Unix OS, etc.

Customer facing skills to perform on-site support for customers who have purchased the services

Experience in Incident/Problem/Change/Knowledge Management

Experience in Automation Frameworks would be a plus

Experience with CI/CD tools including Jenkins.

ITIL accreditation will be an advantage

Works well within a team environment

Able to communicate effectively to convey and clarify information

Good written and verbal communication skills

Able to communicate in English (Advanced) and one additional language is preferred