Product Support Analyst I

CSG Systems; Indonesia; Remote; IDR 78,120,000 - 133,920,000; Full time

Job summary

CSG Systems is seeking a Product Support Analyst I to join our remote Indonesia team. You will serve as the primary customer contact, monitor incidents, and document resolutions while coordinating with product owners to prioritize fixes.

You will work with our global team, uphold SLAs, and grow your product knowledge within the first year. Strong English, troubleshooting, and ITIL familiarity are required, with SQL and Docker being a plus.

Qualifications

• Proficiency in English in a business environment.
• Experience troubleshooting technical situations and documenting 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 software.

Responsibilities

• Act as a point of contact with our customers.
• Monitor incidents to ensure Service Level Agreements are respected.
• Document and report unresolved issues to customers and follow up professionally.
• Follow up incidents with Product and Solution owners to get resolution based on customer priority.
• Escalate incidents in time to next level of support.
• Establish clear communication with QA, SDE, and Incident Manager for excellent support.
• Collaborate with our global team and be flexible with duties.
• Gain a mid-level understanding of products, processes, and procedures within 6–12 months.
• Meet minimum performance and quality expectations within the first 90 days.
• Consistently use soft skills on calls to ensure customer satisfaction.
• Demonstrate positive progress in quality scores and audits.

Skills

English communication

Customer support

Troubleshooting

Incident management

Tools

SQL

Docker

Job description

## Product Support Analyst IApply: Remote: Indonesia Remote: Full time: Posted Today: 32365**What youl'll do** :We are looking for a Product Support Analyst I who will: • 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 software**Location(s):**Indonesia Remote**Accommodation:**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 [phone] or email us at [e-mail]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.