Technical Support Analyst I

Design, analyze, write code, modify and debug CSG product applications
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.

Ensures CSG Support 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

Follow up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.
Support builds in Jenkins or other CI tools.
Perform bug verification, release testing and beta support for assigned products.
Basic triage and analysis of customer defined configuration
Creation, maintenance and publication of Remedy Knowledge Management articles

Ensure compliance with SLAs and OLAs
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
Basic troubleshooting skills

Works within defined objectives using internal procedures

Alternative procedures used only after consultation with other experienced staff

Work is performed under direction/supervision of more senior team members

Work is reviewed regularly

Basic knowledge and experience of one CSG product
Ability to learn new programing languages.
Knowledge with using Microsoft Office applications.
Basic bug fixes for those who have development responsibility
0-2 years of work experience in software industry or related fields

1-3 years previous development or application support experience

Experience in Ticket and queue management
Experience with CI/CD tools including Jenkins.
AWS certifications is an advantage.
Degree or Diploma in Information Technology; Computer Science, Engineering

ITIL accreditation will be an advantage

Technical Requirements (for all product families)

Unix skills: Create & modify shell scripts , Basic system administration , Monitor performance using standard utilities

Technical Requirements (specifically for WBMS position)

Oracle skills: Knowledge of Oracle SQL command is necessary , PL/SLQ , Knowledge of SAP BO Reporting would be an advantage , Oracle Discoverer would be an advantage

Technical Requirements (specifically for TSM position)

C/C++, Python , Perl
Technical Requirements (specifically for SV position)

C/C++ , HAC/RAC , Java ,Linux , Unix ,
Oracle databases & PL/SQL ,Perl ,SOAP , Tuxedo , XML

Technical Requirements (specifically for Route position)

SQL development (Oracle PL/SQL and/or MS SQL Server) , MS .NET framework, VB .NET, VB6 , Oracle Databases , MS SQL Server Databases

MS Analysis Services and Reporting Services (including development of DTS-functionality and Reporting Services reports in MS Visual Studio) would be advantageous

Windows Server 2000 and 2003
Basic knowledge of Telecommunication environment and customer services procedures

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

Basic understanding of client requirements and product implementation

Experience in Ticket and queue management

Experience in Telecommunication industry is preferred

Good knowledge of Microsoft Office

Good understanding of complex software system architecture and operation

Location(s):