Product Support Analyst I

at  CSG

Job Description
Hi, I’m
E
rika Plazas
, your Recruiter. At CSG, we choose to see beyond a resume paper. We put your story, perspective, background, and what you have to offer first. While the traditional approach works for some, many miss out on fantastic talent like yourself, and we refuse to make that mistake. Instead, we believe that by channeling the power of all, we make ordinary customer and employee experience extraordinary.

We are looking for a Product Support Analyst Level I who will:

• Acts as the first point of contact for external customer inquiries or incidents.
• Answers questions and resolves basic issues on initial calls.
• Creates initial tickets for customer inquiries and incidents.
• Gathers and records detailed information about incidents, including customer details, product or service components affected, and business impacts.
• Assesses the severity level of incidents based on the workflow and business impact.
• Escalates incidents to higher-level analysts when necessary.

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

• 1-2 years of experience in a customer service environment.
• Experience working as a server Desk
• Proficiency in English in a business environment
• Experience working with Linux
• Effective utilization of the knowledge base, documentation, and tools for first-call resolution.
• Ability to resolve basic call types using existing tools with minimal assistance.
• Proficiency in using a personal computer and other Microsoft Office applications.
• Ability and willingness to work in rotational shifts, including evenings and holidays as required by the business needs.

Who will love this job

• An trusted team player – you know how to connect and communicate with your audience(s) around the world and create safe environments to voice diverse opinions, foster diversity and belonging and above all treat people with respect
• A growth driver – you have a mindset that anticipates and adapts to changing needs and can bring partners together to contribute and work toward a shared vision
• A game changer – you dream big and push the limits of what’s possible to improve for yourself and others
• A leader – you excel leading your own projects and produce impactful outcomes while dedicating time to mentor those around you to help them grow
• A strategist – you’re curious and find inventive ways to implement ideas that lead to business simplification outcomes and solutions

Perks & Benefits

• Work from Home, in-office, or hybrid
• Paid Vacation, Birthday, Volunteer and Holiday Time Off
• Education Reimbursement
• And so much more

Our Story

Please refer the Job description for details