Product Support Analyst

About

Description

This entry-level position is responsible for facilitating the initial call from external customer inquiries or incidents, answering questions, creating initial tickets, and performing incident resolution. The position is part of the CSG International Service Desk and serves as the initial point of contact for inquiries or incidents. The analyst answers questions on lower complexity calls, resolves requests, and maintains contact with the customer. They also manage incidents by gathering incident details, recording them in a tracking system, and escalating them when unable to resolve within the service desk. The analyst facilitates troubleshooting by assisting internal teams and resources to identify and resolve incidents. The incumbent is accountable for professional working behavior, building and maintaining constructive relationships, implementing proactive communication, acting as a resource to colleagues, and engaging in collaborative thinking and incident resolution while demonstrating CSG's core competencies and values. The job requires 1-2 years of experience in a customer service environment and knowledge, skills, and abilities.

Responsibilities

• Serves as the initial point of contact for external customer inquiries or incidents
• May enlist analyst II/III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer
• Answers questions on lower complexity external call types; resolves requests and basic issues on initial call
• Maintains contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction Incident Management
• Escalates customer incidents when unable to resolve within the service desk

Qualifications

• Relevant degree/diploma 1-2 years experience in customer service environment
• Knowledge, Skills and Abilities
• (Knowledge skills and abilities typically required to perform the job, licenses and certifications required for the job and preferred knowledge, skills and abilities that are also beneficial to have in this job)
• Troubleshooting Skills and Technical Acumen

Application instructions:

• Click on the green button to apply