Technical Support Analyst I

Hi, I'm Recruiter Minnie J, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.
At CSG, we choose to see beyond a resume paper. We put your story, perspective, background, and what you have to offer first. While the traditional approach works for some, many miss out on fantastic talent like yourself, and we refuse to make that mistake. Instead, we believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary.

Applicants from Melbourne are preferred.

Who will love this job

• A hybrid – you excel when you can choose your work style - remote, in-office, or a combination of both

• An analyzer – you enjoy making sense of data and making it meaningful for others to understand

• A thinker – you take advantage of resources and implement ideas in new ways to find solutions

• An empath – you know how to connect and communicate with different audiences

• A producer – you're comfortable quickly switching context and adapting

What you'll do

• Provides Level 2 and operational support to customers, users, and stakeholders by resolving technical issues and error messages encountered in a live production environment.

• Performs operational tasks on CSG products such as bill runs, processing, incident management, service request fulfillment, reference data, configuration, capacity, and release management.

• Supports Business Verification Testing (BVT), Production Validation Testing (PVT), Performance Testing (PT), Comparison Testing (CT), and System Integration Testing (SIT) for changes.

• Appropriately handles all customer issues, including troubleshooting and providing feedback to customers.

• Supports customers according to the details outlined in the customer maintenance and support contracts.

• Maintains a high level of customer satisfaction through professionalism, timely responses, and resolution of issues.

• Follows up on support issues, liaising with both the customer as well as Level 3 (Professional Services) and Level 4 (R&D) teams.

• Designs, analyzes, writes code, modifies, and debugs CSG product applications.

• Ensures compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

• Be prepared to work during different business hours and be on-call 24/7 when needed.

• Standby support and occasional work during weeknights, weekends, or public holidays is required.

• Occasional ad-hoc travel to customer sites may be necessary.

• Works within defined objectives and internal procedures.

Required Qualifications:

• Minimum 1 years of previous development or application support experience.

• A degree or diploma in Information Technology, Computer Science, or Engineering.

• ITIL certification is an advantage.

Technical Requirements:

• Experience with Oracle databases and PL/SQL.

• Proficiency in Perl and the ability to learn new programming languages.

• Linux/Unix skills: Ability to create and modify shell scripts, basic system administration, and monitor performance using standard utilities.

• Basic knowledge and experience with one or more CSG products (particularly Singleview) are preferred.

• Basic understanding of client requirements and product implementation.

• Experience with ticket and queue management is preferred.

• Experience in the telecommunications industry is preferred.

• A good understanding of complex software system architecture and operation is preferred.

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.

View More Benefits (https://www.csgi.com/careers/)

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 +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Story

For over 40 years, we've serviced the world's most recognizable brands with future-ready solutions in customer engagement, revenue management, and payments that make ordinary customer experiences extraordinary. As a trusted technology provider in telecommunications, retail, financial services, and healthcare, our solutions impact over 900 customers in over 120 countries. Over 5,000 customer-obsessed CSGers in more than 20 countries made it possible and helped reach our $1 billion in revenue milestone.

Our Way of Life

Our people power a culture of integrity, innovation, and impact. In return, we power our people with the choice to work from home, in-office, or a hybrid work combination that integrates well with their lifestyle. You'll find CSGers exercising this choice at most of our locations worldwide.

We are committed to building and nurturing a diverse, supportive, and inclusive work environment where individuality is valued, and our people can flourish. We believe our workforce should reflect the world we live in and that we are stronger because of our differences. By embracing different backgrounds, attributes, experiences, and perspectives, we will help our employees, customers, and communities excel while, together, we work toward making social equality a reality.

We are committed to making a bigger community impact by creating new opportunities and access for underrepresented communities, protecting the environment, and developing technology solutions that foster digital inclusivity. That's just who we are. If not us, then who?

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Location(s):

AU.Melbourne.Client