Technical Support Specialist
1 month ago
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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