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Technical Support Analyst Senior

hace 3 semanas

Bogota, Colombia CSG A tiempo completo

CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.
As a flexible first organization, you can find our remote and on-site locations here.

**Primary Responsibilities**
- Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
- Appropriately handling of 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 and reports on any over servicing provided.
- Maintain 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.
- Ensures compliance with SLAs and OLAs and reports on any breaches.
- Delivers product installations according to internal procedures
- Escalates opportunities and/or issues according to established procedures
- Create customer specific Service Pack Installer for those who have development responsibility
- Works in different business times and on-call 24hs / 7 days.
- Shift work, standby support and working on weeknights/weekends/public holidays is required
- Ad-hoc occasional travel to customer sites

**Additional Responsibilities for those with Development role**
- Complex bug fixes for those who have development responsibility

**Additional Responsibilities for those with Consultancy role**
- Gathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation.
- 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.

**Key Outputs & Accountabilities**
- Advanced troubleshooting skills
- Works within defined objectives using internal procedures
- Able to work on own with minimum supervision
- Performs work under general direction on routine tasks and detailed instruction on new assignments
- Provides assistance to less experienced members of the team
- Specialized in one CSG product, in-depth knowledge and experience of more than one CSG product

**Desired Skills & Experience**
- Basic knowledge of Telecommunication environment and customer services procedures
- Works well within a team environment
- Able to communicate effectively to convey and clarify information
- Good written and verbal communication skills
- Able to communicate in English (Advanced) and one additional language is preferred
- Basic 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 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.
- Understands cloud technologies and cloud based solutions

**Technical Requirements (for all product families)**
- Unix skills:

- Create & modify shell scripts
- Basic system administration
- Monitor performance using standard utilities

**Technical Requirements (specifically for Digital Wholesale position)**
- Oracle skills:

- Knowledge of Oracle SQL command is necessary
- PL/SLQ
- Knowledge of SAP BO Reporting would be an advantage
- Oracle Discoverer would be an advantage

**Technical Requirements (specifically for Digital Mediation position)**
- C/C++,
- Python
- Perl

**Technical Requirements (specifically for SV position)**
- C/C++
- HAC/RAC
- Java
- Linux
- Unix
- Oracle databases & PL/SQL
- Perl
- SOAP
- Tuxedo
- XML

**Technical Requirements (specifically for Route position)**
- SQL development (Oracle PL/SQL and/or MS SQL Server)
- MS.NET framework, VB.NET, VB6
- Oracle Databases
- MS SQL Server Databases
- MS Analysis Services and Reporting Services (including development of DTS-functionality and Reporting Services reports in MS Visual Studio) would be advantageous
- Windows Server 2000 and 2003