Product Support Analyst I

Product Support Analyst I page is loaded Product Support Analyst I Apply locations BR.Londrina.Remote CO.Bogota.Remote BR.Sao Paulo.Remote time type Full time posted on Posted 30+ Days Ago job requisition id 27068 Hi, I'm Erika Plazas , 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 experience extraordinary. Channel the power of YOU and begin the journey to becoming a CSGer.

What you'll do You will report to Service Desk Director to contribute toward being in direct contact with the customer and serving as an important part of the Service Desk while answering questions, creating initial tickets, and facilitating the initial call from external customer inquiries or incidents.You will maintain ownership of all issues until resolution and have knowledge of when to communicate escalation of issues in addition to anticipating issues and providing technical solutions for current and new internal application launches.You will work with external Vendors involved with an incident resolution for the customer and internally with all departments that need to be involved with client incident resolution on any hardware, network, or software outages or questions related to CSG products.Maintain contact with the customer on incidents retained by the analyst, communicating status, and resolution to ensure customer satisfaction while interpreting and translating technical terminology.Gather incident details and record in the tracking system, including incident description and customer information, a component of the product or services affected, business impacts, workflow and subsequent severity level, and escalating customer incidents when unable to resolve within the service desk.Facilitate troubleshooting by helping our teams to identify incident resolution, capture and record initial assessment information required by teams to research, and coordinate with customer to validate service restoration upon resolution.Understand all applicable regulations, laws, such as the Bank Secrecy Act, card association rule, CSG Security and Compliance standards as referenced in internal procedures, including the Information Security, Acceptable Use, Code of Conduct, and other corporate policies.Keep up-to-date with all applicable regulations, laws, and policies as they presently exist, and as they change or are modified.Respond to sensitive inquiries or complaints and coordinate with second-level teams to provide issue resolution using the knowledge base, documentation, and tools to support first-call resolution of issues.Resolve basic call types with the use of existing tools and minimal assistance while understanding and applying our standardized instructions in addition to organizing work to meet time constraints.You should haveResearch shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. Remember, you are not solely your resume. Give your transferable skills the chance to tell the full story. Channel the power of YOU and apply to explore the possibility we're the perfect fit.
Associates degree in business, related field, or equivalent experience.1 or 2 years of experience in a customer service environment.Experience in customer service and customer-oriented.Proficient in English in a business environment.Review updates on company products, both online and by manuals.Work in environments under stressful working conditions.Who will love this jobAn trusted team player – you know how to connect and communicate with your audience(s) around the world and create safe environments to voice diverse opinions, foster diversity and belonging and above all treat people with respect.A growth driver – you have a mindset that anticipates and adapts to changing needs and can bring partners together to contribute and work toward a shared vision.A game changer – you dream big and push the limits of what's possible to improve for yourself and others.A leader – you excel leading your own projects and produce impactful outcomes while dedicating time to mentor those around you to help them grow.A strategist – you're curious and find inventive ways to implement ideas that lead to business simplification outcomes and solutions.Perks & BenefitsWork from Home, in-office, or hybridPaid Vacation, Birthday, Volunteer and Holiday Time OffEducation ReimbursementAnd so much more!View More Benefits
Our StoryCSG 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 good people who are committed to doing good work. We're high on respect and low on ego, making us an easy company to do business with and a best place to work. We cultivate a culture based on integrity, innovation and impact across all our locations , so our people show up as the most authentic version of themselves and can work together to build a more future-ready world. Learn more .
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Location(s):
BR.Londrina.RemoteBR.Sao Paulo.Remote, CO.Bogota.Remote
Get in Touch Introduce yourself to our recruiters and we'll get in touch if there is a role that seems like a good match.
About Us 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. If not us, then who?  Learn more CSG is an Affirmative Action, Equal Opportunity / Veteran / Disabled / Female / Minority / Sexual Orientation / Gender Identity Employer. CSG does not discriminate on the basis of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law, are not taken into account in any employment decision. 
CSG will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
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 ****** . CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
For the EEO it's the Law posting, click HERE . 
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