Product Support Analyst II - Remote Eligible

Product Support Analyst

This position is responsible for facilitating resolution of external customer inquiries or incidents by answering questions, evaluating and researching the issue, and/or performing incident isolation, resolution and follow-up. In addition to customer calls, this person will assist other team members with resolving more difficult issues/incidents using their increased product knowledge and experience.

We are looking for a Product Support Analyst who will:

• Handle intermediate-level customer issues.
• Perform in-depth technical analysis and programmatic fixes.
• Coordinate with operational and programming teams for complex issues.
• Manage customer incidents from start to resolution.
• Communicate effectively with customers throughout the incident lifecycle.
• Document incident details, including impact and severity.
• Escalate unresolved issues appropriately.
• Act as a Subject Matter Expert (SME) for Analyst I and other teams.
• Participate in special projects and software release support.
• Maintain constructive relationships and clear communication.
• Adhere to company policies, regulations, and compliance standards.

Is this opportunity right for you? We are looking for candidates who:

• Have prior experience as an SSC Analyst I or in an International Service Desk role.
• Have strong troubleshooting and problem-solving abilities.
• Have proficiency in technical analysis and product knowledge.
• Are familiar with Microsoft Office and other tools.
• Have excellent verbal and written English communication.
• Can explain technical concepts clearly.
• Have ownership of incident resolution.
• Are skilled in managing escalated issues and coordinating cross-functional teams.
• Have effective time management and task prioritization under pressure.

CSGer Perks & Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

Location(s): CO.Bogota.Office

Accommodation: 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 accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

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.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.