Technical Support Analyst Job In Csg In Bangalore

Job Description:

• As a flexible first organization, you can find our remote and on-site locations
• 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 – always
• Supports customers per the details contained in the customer maintenance and support contracts
• Maintains a high level of customer satisfaction through professionalism timely responses and resolution of issues
• Follow up on support issues, which include liaising with both the customer as well as Level 3 (PS) and Level 4 (R&D) team.
  
  
• Ensure compliance with SLAs and OLAs
• Works in different business times and on-call 24hrs / 7 days
• Shift work, Standby support and working on weeknights/weekends/public holidays is required
• Ad-hoc occasional travel to customer sites may be expected
• Adheres to expected levels of service to internal and external stakeholders/customers
• Demonstration of CSG Values
• Peer review on analysis and communication

Desired Skills & Experience

• Able to quickly grasp new ideas and concepts
• Able to drive issues to resolution with minimal to no supervision
• Able to work under pressure
• Understands the principles of SDLC and PMLC
• Basic knowledge of Telecommunication environment and customer services and procedures
• Works well within a team environment
• Able to communicate effectively to convey and clarify information
• Solid written and verbal communication skills in English
• 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 knowledge and understanding of 3rd Party Software (Java, Oracle, Tuxedo…)

Csg is looking for Any Graduate profile candidates.