Technical Support Analyst I

Hi, I'm Martha Garces, your Recruiter and guide to joining CSG We are excited to learn more about you and your unique background.

We are looking for a
Technical Support Analyst
who will be responsible for helping to identify, document and execute operational requirements or tasks which feed the business cycle, providing quality assurance, continuous improvement and operational continuity. This position is part of a team that focuses on the customer operations and continuous improvement of processes and services.

We are looking for a Technical Support Analyst who will:

• Provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers and/or monitoring applications in a live production environment.
• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
• Meets with clients or internal teams to gather and document business requirements and/or tasks.
• Primary contact point for client's business interests and work toward resolution of issues.
• Assumes overall responsibility for defining a solution that matches client's business needs.
• Develop and maintain documentation for all client and/or internal processes and procedures.
• Lead testing efforts for projects that introduce new systems and technologies into the contact center.
• Responsible for act as liaison with technical groups to ensure business needs are met fully with technological solution.
• Responsible for working with internal teams to determine production impact of process implementations.
• Ensure compliance with SLAs and OLAs

Is this opportunity right for you? We are looking for candidates who:

• Have a degree or Diploma in Information Technology, Computer Science or Engineering.
• Experience with Unix Databases, create & modify shell scripts, basic system administration, monitor performance using standard utilities
• Knowledge of Oracle SQL command is necessary, PL/SQL
• Understand end-to-end systems and interfaces.
• Strong written/verbal communications and interpersonal skills.
• Ability to work independently and in a customer environment.
• Analyze solutions for customer requirements.
• Understanding of configuration and release management processes, procedures and practices.
• Ability to troubleshoot issues discovered in automated processes.
• Telecommunications experience would be an advantage.
• Experience in trouble ticket management.
• Linux experience. Certificates such as LPI would be a differential.

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more

Location(s):
CO.Bogota.OfficeColombia Remote

Accommodation:
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 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.

Our Guiding Principles:
Impact:
Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.

Integrity:
Do what's right for our customers and our people while being authentic. We treat everyone with trust and respect—that's just who we are.

Inspiration:
Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

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 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. Learn more about CSG Inclusion & Impact here.