Hi, I'm Arison Ferreira your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.
CSG is seeking an experienced Technical Support Analyst to join our team. This role will involve Provides 2nd level technical support of CSG products to post production customers by resolving technical issues with customers and meeting SLA requirements. Responsible for customer ticket management, customer escalations and customer reporting;
Notwithstanding the requirements below, if you are driven by challenges and eager to work at the forefront of innovation within a supportive team environment, we encourage you to apply!
We are looking for Technical Support Analyst
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 at all times in alignment with best practices.
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
Follow up on support issues, which includes liaising with both the customer as well as the Level 4 (R&D) teams.
Ensure compliance with SLAs and OLAs and reports on any breaches.
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
Work in a CLT Contract mode.
Is this opportunity right for you? We are looking for candidates who has:
Bachelor’s degree in Computer Science, Engineering, a related field, or equivalent experience.
Unix skills:Create & modify shell scripts
Basic system administration
Monitor performance using standard utilities
Linux/Unix – basic commands
Conhecimento em C++/Python seria um plus
Oracle databases & PL/SQL seria plus
Proficiency in English in a business environment.
Impact
Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.
Integrity
Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.
Inspiration
Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.
CSGer Perks & Benefits
Sulamerica Health
Sulamerica Dental
Vidalink
Food/Meal Voucher
Child Care Assistance
Day off: on birthday
Gympass
Language assistance
Digital course platform
Volunteer time off: 2 days a year
CLT contract position
If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
Our Story
CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy. By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.
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Location(s):
Brazil Remote