Provides Level 2 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
Supports customers with the details contained in the customer maintenance and support contracts
Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues
Following up on support issues, which include liaising with both the customers as well as Level 3 and Level 4 (R&D) team
Analyze and debug CSG Encompass product applications issues
Escalates opportunities and/or issues according to established procedures
Performs Application Health Check
Works on performance issues
Works in different business times and on call 24hs / 7 days
Shift work, standby support and working on weeknights/weekends/public holidays are required

A bachelor’s degree in computer science, Computer Information Systems or a related discipline
3+ years of working experience, preferably in Telecom domain BSS/OSS Domain
Knowledge of Telecom billing solutions, rating and charging systems, configurations
Good hands-on experience in CSG Billing Product “Single view/Encompass” billing system in Billing, Rating, Billing & Rating Issues, Rejection handling, configuration
End to End knowledge on Single View Billing product
Knowledge of Single View backend data model (table level knowledge)
Able to analyze and fix production issues in Single view environment
Unix skills, Create & modify shell scripts, Basic system administration, monitor performance using standard utilities
Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl
Experience in SQL/PL-SQL/Oracle database
ITIL knowledge on INC/SR, Problem, Change and Helix/BMC/Service Now or any other ticketing system

Technical Support Analyst II

Key skills