Product Support Analyst

Responsibilities

• Provides 1st level technical support of CSG products to post‑production customers by resolving technical issues, researching, and performing incident isolation, resolution and follow‑up.
• Manages customer tickets, escalations, SLA requirements, and customer reporting throughout the incident lifecycle.
• Conducts in‑depth troubleshooting on L1 call types and completes programmatic fixes within the service desk.
• Coordinates with and escalates to operational and programming teams for further triaging, including setting up internal and external bridges as needed.
• Owns and manages external customer incidents to resolution regardless of priority and keeps customers informed of status and resolution.
• Records incident details in the tracking system, including incident description, customer info, affected product/service, business impact, workflow, and severity level.
• Escalates customer incidents when they c...