Job Details
- Job Type – Full-Time
- Apply Before – September14,2020
- Salary – Negotiable
Job Requirements
- Experience Required –
- Gender Required – Male & Female
- Qualifications Degree Required – Diploma / Degree Bachelor
- Experience You Gain – Entry Level
0-s Years
Job Description
Company Name: CSG Role: Technical Support Analyst I Exp: 0-2 years Primary Responsibilities:Provides Level 1 Support to customers – resolving technical issues / error messages encountered by customers in a live production environment.Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.Ensures CSG Support Tool is updated with the latest ticket details – always.Supports customers per the details contained in the customer maintenance and support contractsMaintains a high level of customer satisfaction through professionalism; timely responses and resolution of issuesFollow up on support issues, which include liaising with both the customer as well as Level 2/3 (PS) and Level 4 (R&D) team.Ensure compliance with SLAs and OLAsWorks in different business times and on-call 24hrs / 7 days.Shift work, Standby support and working on weeknights/weekends/public holidays is requiredDaily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customersChampioning a customer and becoming the SME for said customerCreation, maintenance and publication of Remedy Knowledge Management articlesPeer review on analysis and communicationKey Outputs & Accountabilities:Basic troubleshooting skillsWorks within defined objectives using internal proceduresAlternative procedures used only after consultation with more senior team membersInvestigation and analysis of issues is performed under direction/supervision of more senior team membersWork is reviewed regularlyBasic knowledge and experience of one CSG productConducts testing of the product during release cycle where applicableDesired Skills & Experience:Able to quickly grasp new ideas and conceptsAble to drive issues to resolution with minimal to no supervisionAble to work under pressureUnderstands the principles of SDLC and PMLCBasic knowledge of Telecommunication environment and customer services and proceduresWorks well within a team environmentAble to communicate effectively to convey and clarify informationSolid written and verbal communication skills in EnglishAble to communicate in English (Advanced) and one additional language is preferredBasic understanding of client requirements and product implementationExperience in Ticket and queue managementExperience in Telecommunication industry is preferredGood knowledge of Microsoft OfficeGood knowledge and understanding of 3rd Party Software (Java, Oracle, Tuxedo…)Good understanding of complex software system architecture and operation0-2 years of work experience in software industry or related fieldsDegree or Diploma in Information Technology; Computer Science, EngineeringITIL Foundation v3 accreditation will be an advantageKnowledge in a development language will be an advantageAWS and knowledge of cloud technologies will be an advantageUnderstand principles of BI and data warehousing
Location: Bangalore, IN
