Product Support Analyst I
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• Act as a point of contact with our customers.
• Monitor incidents to ensure Service Level Agreement are respected.
• Document and report unresolved issues to Customers and follow up on them with professionalism.
• Follow up the incidents to Product and Solution owners in Q& internal team to get the resolution based on Customer priority.
• Escalate incidents in time to next level support.
• Establish excellent communication channels with QA, SDE, and Incident Manager to ensure excellent Customer support.
• Work as one with our global team.
• Be flexible and responsive to fulfilling other duties as required.
• 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. Is this opportunity right for you? We are looking for candidates who:
• 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 to have experience with SQL and Docker
• Understanding of CRM systems and other required softwareLocation(s):Indonesia RemoteAccommodation: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 +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.
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