Remote Product Support & Incident Analyst

CSG; Indonesia; Remote; IDR 66,960,000 - 111,600,000; Full time

Job summary

CSG is seeking a remote Indonesia-based Technical Support Specialist to be the primary point of contact for customers and to monitor incidents to ensure SLA adherence. You will document unresolved issues, escalate to product teams, and maintain professional follow-up with customers while coordinating with a global team including QA, SDE, and Incident Manager.

Ideal candidates have 1–2 years of technical experience, ITIL familiarity, and knowledge of SQL or Docker, plus business English

Qualifications

• Proficiency in English in a business environment.
• 1–2 years of technical experience.
• Experience with incident management.
• Experience with ITIL.
• Familiarity with SQL and Docker.
• Understanding of CRM systems.

Responsibilities

• 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.

Skills

English (Business)

Incident troubleshooting

ITIL

SQL

Docker

CRM systems

Tools

Docker

SQL

Job description

CSG is seeking a remote Indonesia-based Technical Support Specialist to be the primary point of contact for customers and to monitor incidents to ensure SLA adherence. You will document unresolved issues, escalate to product teams, and maintain professional follow-up with customers while coordinating with a global team including QA, SDE, and Incident Manager.

Ideal candidates have 1–2 years of technical experience, ITIL familiarity, and knowledge of SQL or Docker, plus business English