Technical Support Specialist

1 month ago


Bengaluru, Karnataka, India CSG Full time

Job Summary

We are seeking a highly skilled Technical Support Analyst to join our team at CSG. As a Technical Support Analyst, you will be responsible for providing technical solutions to customers, including research and technical investigation, ensuring end-to-end software functionality, and translating customer requirements into software specifications.

Key Responsibilities

  • 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.
  • Performs Basic Application Health Check and works on performance issues
  • Analyze and 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
  • CSG's source control best practices for tools and configuration items created or modified
  • Delivers product installations according to internal procedures
  • Escalates opportunities and/or issues according to established procedures
  • 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

Requirements

  • Degree or Diploma in Information Technology; Computer Science, Engineering
  • 3-5 years of work experience in software industry or related fields
  • ITIL accreditation will be an advantage
  • Experience in Ticket and queue management
  • Experience with CI/CD tools including Jenkins.

What We Offer

  • 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


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