Product Support Analyst I

About the Role

In this role, you will have the opportunity to develop your skills in Excel, incident management, and ITIL, as well as work with a range of technologies, including CRM systems, SQL, and Docker. You will be expected to attend job training to learn the duties of the GSD department and establish excellent communication channels with QA, SDE, and Incident Manager teams.

What You Will Do

• Provide technical expertise and solutions to clients via phone, email, or chat
• Act as a point of contact for clients, responding to incidents and resolving issues in a timely manner
• Monitor incidents to ensure Service Level Agreements are respected and document unresolved issues
• Follow up on incidents with Product and Solution owners in Q&A internal teams to get resolution based on Customer priority
• Escalate incidents in time to next-level support
• Establish excellent communication channels with QA, SDE, and Incident Manager teams
• Work as one with our global team, sharing knowledge and best practices
• Gain a mid-level understanding of products, processes, and procedures within the first 6-12 months of employment
• Meet minimum performance expectations provided by the Supervisor and/or Director within the first 90 days
• Meet minimum expectations for quality standards within the first 90 days
• Consistently use soft skills on calls to ensure customer satisfaction
• Consistently show positive progress in quality scores and performance audits

What We Are Looking For

• Proficiency in English in a business environment
• Experience troubleshooting technical situations and thoroughly documenting all relevant details
• 1-2 years of technical experience
• Experience with incident management
• Experience with ITIL
• Good understanding of CRM systems and other required software
• Ability to work rotational shifts and week offs
• Strong communication and problem-solving skills
• Ability to work independently and as part of a global team

Nice to Have

• Experience with SQL and Docker
• Understanding of software development life cycles
• Familiarity with agile methodologies

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a global team and develop your skills in a range of technologies
• Flexible working hours and remote work options
• Professional development and training opportunities
• Access to a range of tools and software, including CRM systems, SQL, and Docker
• Health and wellness programs
• Paid time off and holidays

• Make sure to highlight your experience with Excel and incident management in your application, as these skills are essential for the role.
• Practice your communication skills, as you will be working with clients and internal teams to resolve incidents.
• Research CSG and the Global Service Desk team to understand the company culture and values.
• Be prepared to work flexible hours and adapt to changing priorities, as the role requires rotational shifts and week offs.
• Consider creating a portfolio or examples of your work to demonstrate your technical skills and experience.
• Don't be afraid to ask questions during the interview process, as this shows your interest in the role and willingness to learn.