Remote Product Support Analyst I - Incident & Customer Care

CSG; United States; À distance; USD 7 200 - 14 000; Plein temps

Résumé du poste

CSG is seeking a responsive team member to act as the primary customer contact, monitor incidents, and document resolutions. The role focuses on maintaining high-quality service delivery and clear communication with stakeholders across global teams.

Please bring 1-2 years of technical experience, ITIL familiarity, and hands-on experience with incident management. Remote work from Indonesia is available, with opportunities to grow into broader product knowledge.

Qualifications

• 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.

Responsabilités

• 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 with professionalism.
• Escalate incidents in time to next level support.
• Establish excellent communication channels with QA, SDE, and Incident Manager to ensure excellent customer support.
• Gain a mid-level understanding of products, processes and procedures within the first 6–12 months.
• Meet minimum performance expectations provided by the Supervisor and/or Director within the first 90 days.

Connaissances

English proficiency

Troubleshooting

Technical experience

Incident management

ITIL

SQL

Docker

CRM systems

Outils

SQL

Docker

CRM systems

Description du poste

CSG is seeking a responsive team member to act as the primary customer contact, monitor incidents, and document resolutions. The role focuses on maintaining high-quality service delivery and clear communication with stakeholders across global teams.

Please bring 1-2 years of technical experience, ITIL familiarity, and hands-on experience with incident management. Remote work from Indonesia is available, with opportunities to grow into broader product knowledge.