Remote Product Support Analyst I — ITIL & Incident Management

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

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.