Technical Support Analyst I

18 Hours ago • Upto 3 Years

Job Summary

Job Description

The Technical Support Analyst I provides Level 2 technical support to customers, resolving issues in a live production environment. Responsibilities include troubleshooting, updating support tools, ensuring customer satisfaction, and liaising with R&D. The role involves supporting CI tools like Jenkins, performing bug verification, and managing knowledge articles. Candidates should have 0-3 years of experience in software or application support, a degree in IT/CS/Engineering, and strong technical skills in Unix, Oracle, C/C++, Python, Perl, Java, and SQL, depending on the product family.
Must have:
  • Provide Level 2 Support to customers, resolving technical issues.
  • Handle all customer issues, including troubleshooting and feedback.
  • Update CSG Support Tool with ticket details.
  • Maintain high customer satisfaction.
  • Follow up on support issues, liaising with customers and Level 4 (R&D).
  • Support builds in Jenkins or other CI tools.
  • Perform bug verification, release testing, and beta support.
  • Perform basic triage and analysis of customer defined configuration.
  • Create, maintain, and publish Remedy Knowledge Management articles.
  • Ensure compliance with SLAs and OLAs.
  • Work in different business times, on-call 24/7, shift work, stand-by support, weeknights/weekends/public holidays.
  • Possess 0-2 years of work experience in software industry or related fields.
  • Possess 1-3 years previous development or application support experience.
  • Degree or Diploma in Information Technology, Computer Science, or Engineering.
Good to have:
  • AWS certifications
  • ITIL accreditation
  • Knowledge of SAP BO Reporting
  • Oracle Discoverer
  • MS Analysis Services and Reporting Services (including development of DTS-functionality and Reporting Services reports in MS Visual Studio)
  • Ability to learn new programming languages
  • Experience in Telecommunication industry
  • Able to communicate in one additional language (besides English)

Job Details

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

Similar Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Skill Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Jobs in Bangalore, Karnataka, India

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy. By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work.

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

United States (Remote)

United States (Remote)

Australia (Remote)

Canberra, Australian Capital Territory, Australia (On-Site)

United States (Remote)

View All Jobs

Get notified when new jobs are added by CGS Carrers

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug