Technical Support Analyst Sr/II - SingleView

CSG is seeking a Technical Support Analyst Sr/II for a remote role in India. This position involves providing Level 2 Production Support for CSG's SingleView billing product, resolving technical issues and error messages in a live production environment. Key responsibilities include customer ticket management, escalation handling, and ensuring compliance with SLAs. Candidates should possess 3-10 years of experience in the Telecom BSS/OSS domain, strong Unix, scripting, and SQL/Oracle database skills, along with in-depth knowledge of the SingleView product and ITIL processes. Excellent communication skills are essential for this 24/7 on-call role.

Must Have

• Provide Level 2 Production Support for CSG Billing product Single View.
• Resolve technical issues and error messages in a live production environment.
• Manage customer tickets, escalations, and reporting.
• Ensure ITSM Tool is updated with latest ticket details.
• Complete business operational activities per customer contract.
• Liaise with development team on support issues.
• Understand CSG solution delivered at the customer (SingleView).
• Deliver product fixes according to internal procedures.
• Handle all customer issues, troubleshoot, and provide feedback.
• Bachelor’s degree in computer science or related discipline.
• 3-10 years of working experience, preferably in Telecom domain BSS/OSS.
• Knowledge of Telecom billing solutions, rating, charging, and configurations.
• Hands-on experience in CSG Billing Product “Single view/Encompass” (Billing, Rating, Rejection handling, configuration).
• End-to-end knowledge on Single View Billing product.
• Knowledge of Single View backend data model (table level knowledge).
• Ability to analyze and fix production issues in Single view environment.
• Unix skills (create & modify shell scripts, basic system administration, monitor performance).
• Experience in at least one scripting language (Shell/PowerShell/Python/Perl).
• Experience in SQL/PL-SQL/Oracle database.
• Good verbal and written communication skills.
• Ensure compliance with SLAs and OLAs.
• ITIL knowledge on INC/SR, Problem, Change and ticketing systems (Helix/BMC/Service Now).
• Willingness to work in different business times and on-call 24/7.

Good to Have

• Single View admin & PE related knowledge.
• Basic AWS Practitioner knowledge.
• Knowledge on Billing & Rating configuration (e.g., ENM, ERO, Tuxedo).
• Single View development knowledge & EPM language.

Hi, I’m Aswathi your Recruiter and guide to joining CSG! We’re excited to learn more about you and how your experience can strengthen our team to provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.

We are looking for a Technical Support Analyst II or Senior who will:

• Responsible for customer ticket management, customer escalations and customer reporting.
• Ensures ITSM Tool is always updated with the latest ticket details.
• 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 understanding of the CSG solution delivered at the customer (SingleView).
• Delivers product fixes according to internal procedures.
• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.

Is this opportunity right for you? We are looking for candidates who have:

• A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
• Provides Level 2 Production Support to customers for CSG Billing product Single View - Resolving technical issues / error messages encountered by customers in a live production environment.
• 3-10 years of working experience preferably in Telecom domain BSS/OSS Domain.
• Knowledge of Telecom billing solutions, rating and charging systems, configurations.
• Good hands-on experience in CSG Billing Product “Single view/Encompass” billing system in Billing, Rating, Billing & Rating Issues, Rejection handling, configuration.
• End to End knowledge on Single View Billing product.
• Knowledge of Single View backend data model (table level knowledge).
• Able to analyze and fix production issues in Single view environment.
• Unix skills, Create & modify shell scripts, Basic system administration, monitor performance using standard utilities.
• Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl.
• Experience in SQL/PL-SQL/Oracle database.
• Good communications skills – both verbal and written. Able to communicate and influence at all levels effectively.
• Ensures compliance with SLAs and OLAs.
• ITIL knowledge on INC/SR, Problem, Change and Helix/BMC/Service Now or any other ticketing system.
• Works in different business times and on-call 24hs / 7 days

Secondary Skills (Desirable):

• Good to have Single View admin & PE related knowledge.
• Good to have Basic AWS Practitioner knowledge.
• Knowledge on Billing & Rating configuration (e.g. ENM, ERO, Tuxedo).
• Good to have knowledge of Single View development knowledge & EPM language.