Senior Technical Support Analyst
CSG
Senior Technical Support Analyst
CSG is excited to announce that we are expanding our teams in Portugal to provide support to our Managed Services Clients. These teams are responsible for delivering support and operations services to our customers' BSS solutions for CSG's Digital Partner Management product. An exciting opportunity currently exists for a Senior Technical Support Analyst to join our growing Support & Operations team.
What you will be doing:
- Responsible for customer ticket management, customer escalations and customer reporting.
- Ensures ITSM Tool is updated with the latest ticket details at all times.
- Responsible for the completion of business operational activities in line with the customer contract.
- Following up on support issues, which include liaising with the development team.
- Good understand of the CSG solution delivered at the customer (Mediation interconnect / Wholesale billing).
- Delivers product fixes according to internal procedures.
- Ensures compliance with SLAs and OLAs.
- Works in different business times and on-call 24hs / 7 days.
You should have:
- A bachelor's degree in computer science, Computer Information Systems or a related discipline.
- Knowledge of telecom networks GSM/ CDMA, billing solutions, rating and charging systems, Interconnect Billing. Roaming business and their terminology used in this business for example: TAP/RAP file, TADIG, IOT Rates. AA14 rates, NRTRADE files, clearing house concept (DCH).
- Experience in documenting support plans, support strategy, support cases.
- Able to work in a team or independently and be self-sufficient.
- Experience in telecom OSS/BSS domain.
- Excellent communications skills – both verbal and written. Able to communicate and influence at all levels effectively.
- Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl.
- Experience in any SQL/No-SQL/Oracle database.
- Working knowledge on the Unix and various application configuration and production support.
CSGer Perks & Benefits:
- Work from Home, in-office, or hybrid
- Employee Belonging Groups
- Healthcare: Dental, Medical, and Vision
- Paid Vacation, Volunteer, and Holiday Time Off
- And so much more
Location(s): PT.BRAGA.OFFICE, Poland Remote, Portugal Remote, United Kingdom 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.