Technical Support Analyst Senior

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 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 (Mediation interconnect / Wholesale billing).
• 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 networks GSM/ CDMA, billing solutions, rating and charging systems, 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).
• 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.

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