Technical Support Analyst II

• Hi I'm SushmaNayak your Recruiter and guide to joining CSG. At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary. Channel the power of YOU and begin the journey to becoming a CSGer.

What you'll do:

• 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 sites.

• Minimum Requirements:
• Resource should have
• 3-5 years of work experience in software industry and application support experience
• Degree or Diploma in Information Technology; Computer Science, Engineering
• 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
• Technical Requirements for Encompass(Singleview)/CSG Activation(IAT-Interactivate), Oracle databases & PL/SQL, Shell, Perl, Python,
• SOAP, REST, Tuxedo, XML
• Subject matter expert in an area of operation support, billing system, provisioning, and other technical areas e.g., Oracle database, RedHat
• Linux or Unix OS, etc.
• Customer facing skills to perform on-site support for customers who have purchased the services
• Experience in Incident/Problem/Change/Knowledge Management
• Experience in Automation Frameworks would be a plus
• Experience with CI/CD tools including Jenkins.
• ITIL accreditation will be an advantage
• Works well within a team environment
• Able to communicate effectively to convey and clarify information
• Good written and verbal communication skills
• Able to communicate in English (Advanced) and one additional language is preferred

Location(s):