Product Support Analyst I

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 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.

You should have
- 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 job
- An 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 & Benefits
- Work from Home, in-office, or hybrid
- Paid Vacation, Birthday, Volunteer and Holiday Time Off
- Education Reimbursement
- And so much more

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 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.

LI-Remote

Location(s):
CO.Bogota.OfficeBR.Londrina.Office, BR.Sao Paulo.Office, BR.Sao Paulo.Remote, CO.Bogota.Remote