Product Support Analyst II - Remote Eligible

Product Support Analyst II

As a Product Support Analyst II at CSG Systems, Inc., you will play a crucial role in providing advanced technical support and ensuring customer satisfaction for our billing and related products. You will act as a key liaison between our customers and internal teams, resolving complex issues and contributing to the overall success of our product offerings.

Job Responsibilities

• Provide advanced-level technical support to external customers regarding billing and other CSG product functionalities.
• Analyze and resolve complex customer inquiries and technical issues, utilizing strong problem-solving skills and a thorough understanding of our systems.
• Communicate effectively with customers through various channels (phone, email, chat) to explain technical concepts, provide updates, and manage expectations.
• Collaborate with internal teams (e.g., engineering, product management) to escalate and resolve issues, ensuring timely and efficient solutions for customers.
• Ensure compliance with all established Standard Operating Procedures (SOPs) and departmental guidelines.
• Manage multiple support requests and deadlines effectively, prioritizing tasks to meet service level agreements and customer expectations.
• Contribute to the creation and maintenance of customer-facing documentation, knowledge base articles, and internal support resources.
• Act as a people-oriented representative of CSG, fostering positive customer relationships and promoting a high level of customer satisfaction.
• Actively participate in team meetings and contribute to a collaborative work environment, sharing knowledge and best practices.
• Proactively identify trends in customer issues and provide feedback to product development teams for continuous improvement.

Job Qualifications

• Proven experience in a product support, technical support, or customer service role, preferably with a focus on billing systems or complex software.
• Strong understanding of billing processes and concepts.
• Excellent written communication skills, with the ability to articulate complex technical information clearly and concisely.
• Exceptional verbal communication skills, demonstrating professionalism and empathy when interacting with customers.
• Demonstrated ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
• Strong teamwork ethic and ability to collaborate effectively with colleagues and other departments.
• A people-oriented approach with a genuine desire to help customers and ensure their success.
• Experience in ensuring compliance with established procedures and guidelines.
• Proficiency in utilizing standard office software and customer support tools.
• Ability to learn new technologies and systems quickly.

Location(s): Indonesia Remote

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.