Product Support Analyst

hace 4 días


Bogota, Colombia CSG A tiempo completo

**Remote, Colombia.**

Hi, I'm Luisa Hincapie, your Recruiter. At CSG, we choose to see beyond a resume paper. We put your story, perspective, background, and what you have to offer first. While the traditional approach works for some, many miss out on fantastic talent like yourself, and we refuse to make that mistake. Instead, we believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary.

Channel the power of YOU as the next Full-Time **Product Support Analyst **at CSG.

**Who will love this job**:

- ** A time-manager** - you know how to reprioritize when moving parts are dependent on timelines
- ** A strategist** - you have a consulting mindset that allows others to contribute and work toward a shared vision
- ** A collaborator** - you love to work on projects that have functional workflows
- ** A thinker** - you take advantage of resources and implement ideas in new ways to find solutions
- ** A challenger** - you encourage others to improve design, solutions, operational and organizational structures

**What you'll do**:

- You will report to the Technical Support Analyst Lead by performing in-depth troubleshooting and analysis on L1 call types, with a focus on resolving issues within the services desk.
- You will follow-up customer inquiries through calls or ticketing system until the problem resolution
- Determine severity level, determining business impacts to the client, escalating issues to operational and programming teams and documenting this information into the CSG defect tracking system
- Manage external customer incidents for the entire lifecycle of the incident
- Work in different business times and on-call 24hs / 7 days (rotating shifts during day/afternoon night along the week)

**You should have**:

- Bachelor in Systems Engineering, Electronic Engineering or related to the IT Area
- 1 year of experience in positions like Helpdesk Level I, Customer Service, NOC or other client-facing troubleshooting experience
- Experience with ticket and queue management related to technical situations and documenting all the relevant details.
- Proficiency in English in a business environment.
- Availability to work in different shifts, supporting the operation in weeknights/weekends/public holidays is required.

**Perks & Benefits**:

- Work from Home, in-office, or hybrid
- Medical & Dental Coverage
- Life Insurance
- Emotional and Mental Well-being Initiatives
- Volunteer Time Off
- Birthday Day Off
- Meal Allowance
- Education Reimbursement

**Our Story**:
For over 40 years, we've serviced the world's most recognizable brands with future-ready solutions in customer engagement, revenue management, and payments that make ordinary customer experiences extraordinary. As a trusted technology provider in telecommunications, retail, financial services, and healthcare, our solutions impact over 900 customers in over 120 countries. Over 5,000 customer-obsessed CSGers in more than 20 countries made it possible and helped reach our $1 billion in revenue milestone.

**Our Way of Life**:
Our people power a culture of integrity, innovation, and impact. In return, we power our people with the choice to work from home, in-office, or a hybrid work combination that integrates well with their lifestyle. You'll find CSGers exercising this choice at most of our locations worldwide.

We are committed to building and nurturing a diverse, supportive, and inclusive work environment where individuality is valued, and our people can flourish. We believe our workforce should reflect the world we live in and that we are stronger because of our differences. By embracing different backgrounds, attributes, experiences, and perspectives, we will help our employees, customers, and communities excel while, together, we work toward making social equality a reality.

We are committed to making a bigger community impact by creating new opportunities and access for underrepresented communities, protecting the environment, and developing technology solutions that foster digital inclusivity. That's just who we are. If not us, then who?

**Follow us** LinkedIn | Facebook | Twitter

LI-Remote



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