Product Support Specialist

hace 4 días

Bogotá, Bogotá D.E., Colombia CSG A tiempo completo
Job Summary

This entry-level position is responsible for facilitating initial contact with external customers or incidents. The successful candidate will be responsible for answering questions, creating initial tickets, and performing incident resolution. This role is in direct contact with customers and serves as an integral part of the CSG International Service Desk.

Key Responsibilities
  • Serves as the initial point of contact for external customer inquiries or incidents.
  • May enlist analyst II/III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer.
  • Answers questions on lower complexity external call types; resolves requests and basic issues on initial call.
  • Maintains contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction.
  • Gathers incident details and records those details in the tracking system.
  • Escalates customer incidents when unable to resolve within the service desk.
  • Facilitates troubleshooting by assisting internal teams and resources to identify incident resolution.
  • Captures and records initial triage information required by teams to research.
  • Coordinates with customer to validate service restoration upon resolution.
Requirements
  • 1-2 years experience in a customer service environment.
  • Troubleshooting skills and technical acumen.
  • Strong problem-solving skills and sound judgment and decision-making ability.
  • Ability to interpret and translate technical terminology.
  • Strong written and verbal communication skills.
  • Ability to read, write, speak, and understand the English language in a business environment.
  • Ability to present information and respond to questions to a variety of levels – both internally and externally.
  • Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues.
  • Ability to handle all user interactions in a professional, courteous manner.
  • Ability to respond effectively to the most sensitive inquiries or complaints.
  • Ability to coordinate with second-level teams to provide issue resolution.
  • Ability to plan and organize work in an effective manner under critical time constraints.
  • Ability to understand and apply CSG standardized instructions.
  • Ability to effectively utilize the knowledge base, documentation, and tools to assist in first-call resolution of issues.
  • Ability to resolve basic call types with the use of existing tools and minimal assistance.
Working Environment

The incumbent will be working in a fast-paced, dynamic environment with a focus on customer satisfaction. The ideal candidate will be able to work effectively in a team environment and possess strong communication and problem-solving skills.

Language

The primary language used in this role is English.

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