Provides Level 2 Support to customers
resolving technical issues/error messages encountered by customers in a live production environment.
Appropriately handles all customer issues including troubleshooting and providing feedback to the customer.
Must be aware of the end-to-end billing, rating and provisioning flow.
Use provisioning and order management systems tools to initiate and track the service activation process.
Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues.
Analyzes and debugs CSG product applications.
Deliver product installations according to internal procedures.
Works on performance issues.
Follows up on support issues, liaising with customers and Level 4 (R&D) team.
Performs Application Health Check.
Ad-hoc occasional travel to customer sites required.
Shift work, standby support, and working on weeknights/weekends/public holidays is required.

2-4 years of work experience in software industry
Degree or Diploma in Information Technology, Computer Science, or Engineering
Good knowledge of Billing and Rating
Experience working with CSG products (Encompass(Singleview)/CSG Activation(IAT-Interactivate))
Technical Requirements for Encompass(Singleview)/CSG Activation(IAT-Interactivate), Oracle databases & PL/SQL, Shell, Perl, Python, SOAP, REST, Tuxedo, XML
Subject matter expert in billing system, provisioning, and other technical areas e.g., Oracle database, RedHat Linux or Unix OS
Customer facing skills for on-site support
Experience in Incident/Problem/Change/Knowledge Management
Experience in Automation Frameworks would be a plus
Experience with CI/CD tools including Jenkins
ITIL accreditation will be an advantage
Good written and verbal communication skills
Able to communicate in English (Advanced) and one additional language is preferred.

Technical Support Analyst I

Key skills