Technical Support Analyst II
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About The Position
We are looking for a Technical Support Analyst II who will provide Level 2 and operational support to customers, users, and stakeholders by resolving technical issues and error messages encountered in a live production environment. The role involves performing operational tasks on CSG products such as bill runs, processing, incident management, service request fulfillment, reference data, configuration, capacity, and release management. The analyst will support Business Verification Testing (BVT), Production Validation Testing (PVT), Performance Testing (PT), Comparison Testing (CT), and System Integration Testing (SIT) for changes. They will handle all customer issues, troubleshoot, and provide feedback to customers while maintaining a high level of customer satisfaction through professionalism, timely responses, and resolution of issues. The position requires following up on support issues, liaising with both the customer as well as Level 3 (Professional Services) and Level 4 (R&D) teams. The analyst will also design, analyze, write code, modify, and debug CSG product applications, ensuring compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). The role may require working during different business hours and being on-call 24/7 when needed, including standby support and occasional work during weeknights, weekends, or public holidays. Occasional ad-hoc travel to customer sites may also be necessary.
