TSA SUPPORT ANALYST II

Key Responsibilities:

Customer Support and Management:

• Act as the primary point of contact for customers, addressing their queries and concerns promptly.
• Provide support for service-related issues, including connectivity problems, billing discrepancies, and service quality.
• Proactively monitor customer accounts and services to identify and resolve potential issues before they impact the customer.

Service Operations:

• Oversee and manage the operational aspects of services, ensuring that all systems and processes are functioning as expected.
• Collaborate with internal teams and external partners to address and resolve service disruptions or performance issues.
• Maintain and update documentation related to services, including process flows, troubleshooting guides, and customer communication templates.

Performance Monitoring and Optimization:

• Monitor service performance metrics and KPIs related to services, identifying areas for improvement and implementing optimization strategies.
• Analyze data and generate reports on service performance, customer satisfaction, and operational efficiency.
• Work with technical teams to implement upgrades, patches, and enhancements to improve service reliability and performance.

Incident and Problem Management:

• Manage and escalate incidents and service disruptions, coordinating with relevant stakeholders to ensure timely resolution.
• Conduct root cause analysis of recurring issues and work on long-term solutions to prevent future occurrences.

Customer Relationship Management:

• Build and maintain strong relationships with customers, understanding their needs and providing tailored solutions.
• Conduct regular reviews with customers to assess satisfaction levels and gather feedback for continuous improvement.

Compliance and Documentation:

• Ensure compliance with industry standards, regulatory requirements, and internal policies related to services.
• Maintain accurate and up-to-date records of customer interactions, service issues, and resolutions.

Additional Responsibilities may also include

• In depth triage and analysis of customer defined configuration
• Daily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers
• Championing a customer and becoming the SME for said customer.
• Creation, maintenance, validation and publication of Remedy Knowledge Management articles
• Gathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation.
• Consults with customers on application and system sizing, performance requirements, application installation and deployment.
• Performs release promotions (including core upgrades) from development through to UAT
• Establishes and maintain system/database backup and recovery policies and procedures.
• Performs technical trouble shooting and consults with development teams to resolve issues
• Conducts Performance testing, tuning and backup recovery of the database
• Provides System Administration training on CSG product(s) to customers.
• Conducts testing of the product during release cycle.

Preferred Skills:

• Good to have experience of work in Banking domain.
• Experience with network management and troubleshooting tools.
• Familiarity with international telecommunications regulations and Customer agreements.
• Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
• Ensures CSG Support Tool is updated with the latest ticket details at all times
• Follow up on support issues, which include liaising with both the customer as well as Level 2 (product support),Level 3 (PS) and Level 4 (R&D) team.
• Escalates opportunities and/or issues according to established procedures
• Works in different business times and on-call 24hrs / 7 days.
• Shift work(Early morning, Late Evening, Nights),  Standby support and working on weeknights/weekends/public holidays is required
• Ad-hoc occasional travel to customer sites may be expected
• Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders
• Peer review on analysis and communication
• Demonstration of CSG Values.
• Driven, a go getter with a can-do attitude
• Able to quickly grasp new ideas and concepts
• Able to drive issues to resolution with minimal to no supervision
• Able to work under pressure
• Principles of SDLC and PMLC
• Basic knowledge of Telecommunication environment and customer services 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
• Good 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…)
• Good understanding of complex software system architecture and operation
• 3-5 years of work experience in software industry or related fields
• Degree or Diploma in Information Technology; Computer Science, Engineering
• ITIL accreditation will be an advantage.
• Knowledge in a development language will be an advantage
• AWS and knowledge of cloud technologies will be an advantage
• Understand principles of BI and data warehousing.

Technical Requirements :

• Unix skills:

-       Create & modify shell scripts

-       Basic system administration

-       Monitor performance using standard utilities

-       Setup and build a Unix environment

-       View, analyze and understand system logs

-       Intermediate Unix system administration skill

Product Specific Technical Requirements

• C/C++,
• Python
• Perl

If you are passionate about providing top-notch support to customers and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity.

Location(s):