Product Support Analyst

This entry level position is responsible for facilitating the initial call from external customer inquiries or incidents. Responsible for answering questions, creating initial tickets and may perform incident resolution. Is in direct contact with the customer and serves as an integral part of the CSG International Service Desk.

Customer Service

Serves as the initial point of contact for external customer inquiries or incidents. May enlist analyst II/III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer. Answers questions on lower complexity external call types; resolves requests and basic issues on initial call. Maintains contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction.

Incident Management

Gathers incident details and records those details in the tracking system – including: Incident description and customer information, component of the product or services affected, Business impacts, workflow and subsequent severity level. Escalates customer incidents when unable to resolve within the service desk.

Facilitate Troubleshooting

Assists internal teams and resources to troubleshoot and identify incident resolution. Capture and record initial triage information required by teams to research. Upon resolution, coordinates with customer to validate service restoration.

Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and incident resolution while demonstrating CSG’s core competencies and values.

Understands and adheres to all applicable regulations, laws (including the Bank Secrecy Act), card association rule, CSG Security and Compliance standards as referenced in internal policies and procedures including the Information Security, Acceptable Use, Code of Conduct, and other corporate policies. Keeps abreast of all applicable regulations, laws, and policies as they presently exist and as they change or are modified.

Requirements

1-2 years experience in customer service environment

Knowledge, Skills and Abilities

Troubleshooting Skills and Technical Acumen. Ability to anticipate issues and provide technical solutions for current and new internal application launches. Strong problem-solving skills and sound judgment and decision-making ability. Ability to interpret and translate technical terminology.

Communication Skills and Ability

Ability to write clear and concise updates and correspondence. Possess strong written and verbal communication skills. Ability to read, write, speak and understand the English language in a business environment. Ability to present information and respond to questions to a variety of levels – both internally and externally.

Incident Management and Customer Service Skills

Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues. Ability to handle all user interactions in a professional, courteous manner. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to coordinate with second level teams to provide issue resolution.

Effectively Use Knowledge, Tools, and Resources

Ability to plan and organize work in an effective manner under critical time constraints. Ability to understand and apply CSG standardized instructions. Effectively utilizes the knowledge base, documentation and tools to assist in first call resolution of issues. Ability to resolve basic calls types with the use of existing tools and minimal assistance. Ability to use a personal computer. Proficiency with other Microsoft Office applications.