Product Support Analyst I — ITIL & Incident Expert (Remote)

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

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.