Product Support Analyst I

CSG Systems International, Inc.; United States; Remote; USD 54,000 - 72,000; Full time

Job summary

CSG Systems International, Inc. is seeking a Product Support Analyst I for a remote role based in Indonesia. The position focuses on serving as the primary customer contact, monitoring incidents to meet SLAs, and documenting issues with professionalism.

You will work with the Product and Solution owners and escalate as needed to ensure timely resolutions. Ideal candidates have 1–2 years of technical experience, familiarity with incident management and ITIL, and basic knowledge of SQL and Docker.

Qualifications

• 1–2 years of technical experience.
• Experience with incident management.
• Experience with ITIL.

Responsibilities

• Act as a point of contact with customers.
• Monitor incidents to ensure SLAs are respected.
• Document and report unresolved issues to Customers and follow up.
• Escalate incidents to next level support.
• Establish communication with QA, SDE, and Incident Manager.
• Work with the global team.
• Be flexible to fulfill other duties as required.
• Develop mid-level understanding of products and processes within 6–12 months.
• Meet performance and quality expectations within 90 days.
• Maintain professional soft skills on calls for customer satisfaction.
• Demonstrate progress in quality scores and audits.

Skills

Proficiency in English

Troubleshooting

Incident management

ITIL

SQL

Docker

CRM systems

Tools

SQL

Docker

Job description

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.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here.