Position Details :
CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.
As a flexible first organization, you can find our remote and on-site locations .
40% Customer Service
Serves as the initial point of contact forinternalcustomer inquiries orincidents. May enlist analyst II / III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer.
Answersquestions onlower complexity,internally supported products; resolvesrequests andbasicissues on initial call.
Maintains contact with the customer on incidents retained by theanalyst, communicatingstatus and resolution to ensure customer satisfaction
40% Incident Management
Gathersincident details and records those details in the tracking system including :
component of the product or services affected
business impacts, workflowand subsequent severity level
Escalatescustomerincidents when unable to resolve within the service desk.
20% Facilitate Troubleshooting
Assistsinternal teams and resources totroubleshoot and identifyincidentresolution
Capture and record initial triage information required by teamsto research
Upon resolution,coordinateswith customer to validate service restoration
Incumbent is accountable for professional working behavior toinclude;building and maintaining constructive working relationships, implementing proactive andconcise communication, acting as a resource to colleagues, and engaging in collaborative thinking andincident resolutionwhile demonstrating CSG’s core competencies and values.
NOTE : Thepurpose of this job description is to describe the general nature and level of work performed and it is not intended to be all-inclusive.
An employee may perform duties outside of their normal responsibilities as needed.
Typical Interactions / Relationships
This job typically interacts with the following individuals and groups.)
Internal All CSGdepartments thatneed to be involved with internalincidentresolution on any hardware, network, or software outages or questions related to supported applications.
Work environment including any noise, equipment, space, temperature, etc. conditions.)
Standard office environment
WFH available for analyst oncase by casebasis
May be required to workvarietyof shifts to include weekends, holidays or extra shifts / extended shifts.
Education, training and / or certificationstypically required to successfullyperform the job.)
Associatesdegreeor equivalenteducation / experience.
Minimum level ofrelatedexperience typically required to successfullyperform the job andpreferredexperience thatis alsobeneficialtohave inthis job.)
1 -2years’ experienceworkingwith Microsoftproductsincluding Windows7, 8 and 10,Officeand Outlook
Basic understanding of computerPCnetworking, standardbrowsertroubleshooting
Experience working in aCRMticketing system
Experience troubleshooting mobilephone and smart device issues
Experience in troubleshooting common desktop applications (e.g.MS Office, Email, etc.)
Knowledge, Skills and Abilities
Knowledge skills and abilitiestypicallyrequired to perform the job, licenses and certifications required for the joband preferred knowledge,skills and abilitiesthatare alsobeneficial to have in this job.)
Troubleshooting Skills and Technical Acumen
Ability to anticipate issues and provide technical solutions for current and new internal application launches.
Strong problem-solving skills and sound judgment and decision-making ability
Ability to interpret and translate technical terminology
Communication Skills and Ability
Ability to write clear and concise updates and correspondence.
Possess strong written and verbal communication skills.
Ability to read, write, speak and understand the English language in a business environment.
Ability to present information and respond to questions to a variety of levels internal andInternalpartners.
Incident Management and Customer Service Skills
Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues.
Ability to handle all user interactions in a professional, courteous manner
Ability to respond effectively to the most sensitive inquiries or complaints.
Ability to coordinate with second level teams to provide issue resolution.
Effectively Use Knowledge, Tools, and Resources
Ability to plan and organize work in an effective manner under critical time constraints
Ability to understand and apply CSG standardized instructions.
Effectively utilizes the knowledge base, documentation and tools to assist in first call resolution of issues
Ability to resolve basiccallstypes with the use of existing tools and minimal assistance.
Ability to use a personal computer. Proficiency with other Microsoft Office applications.
Physical requirements required to perform the essentialjobfunctions.)
Keyboarding / Writing / Clicking / Working with fingers >
67% of the time
Standing / Walking 1-33% of the time
Pushing / Pulling NotApplicable
Lifting / Carrying Not Applicable
Vision Near / Far Good near vision required for working on the computer
Hearing Position requires ability to hear oral information
Talking Position requires oral communication