Hi, I'm Arpana D.R , your Recruiter and guide to joining CSG ! We are excited to learn more about you and your unique background.
Job Description
We are looking for a Technical Support Analyst Lead who will:
As a Technical Lead or Senior Engineer, responsible for managing a small team and providing guidance and mentorship to team members while driving day-to-day operational activities.
Serve as the primary point of contact for critical incident triage and advanced troubleshooting, ensuring timely resolution and minimal impact to services.
- Serve as the primary point of contact for critical incident triage and advanced troubleshooting, ensuring timely resolution and minimal impact to services.
- 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.
- He/she must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities.
- It will be good if having the CSG Activation(IAT-Interactivate) product knowledge. Use provisioning and order management systems tools to initiate and track the service activation process.
- Must be aware of bulk provisioning process.
- 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.
- Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.
- Analyze and debug CSG product applications
- Ensures CSG Support Tool is always updated with the latest ticket details.
- Delivers product installations according to internal procedures.
- Assist direct line manager with reporting on KPIs and team progress
- Escalates opportunities and/or issues according to established procedures
- Performs Application Health Check
- Works on performance issues
- 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 site
Is this opportunity right for you? We are looking for candidates who have:
- A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
- 9-14 years of work experience in software industry and application support experience
- Sound knowledge on Billing and Rating
- Good knowledge of Telecommunication environment and customer services procedures
- Experience working with CSG products (Encompass(Singleview)/ CSG Activation(IAT-Interactivate)) and having good knowledge