CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary. As a flexible first organization, you can find our remote and on-site locations here. - Performs in-depth troubleshooting and analysis on L1 call types, with a focus on resolving issues within the services desk (e.g. - completing programmatic fixes) - Coordinates with/escalates to operational and programming teams to aide in further triaging of issues - including pulling together internal and external bridges for additional triage as needed - Owns and manages external customer incidents for the entire lifecycle of the incident - regardless of priority - Maintains contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction - Gathers incident details and records those details in the tracking system - including: - incident description and customer information, - component of the product or services affected - business impacts, workflow and subsequent severity level - Escalates customer incidents when unable to resolve within the service desk. - Supports customers per the details contained in the customer maintenance and support contracts - Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues - Follow up on support issues, which include liaising with both the customer as well as Level 4 (R&D;) team. - Ensure compliance with SLAs and OLAs - Works in different business times and on-call 24hs / 7 days. - Shift work stand by support and working on weeknights/weekends/public holidays is required **Key Outputs & Accountabilities** - Basic troubleshooting skills - Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues. - Works within defined objectives using internal procedures - Alternative procedures used only after consultation with other experienced staff - Work is performed under direction/supervision of more senior team members - Work is reviewed regularly **Desired Skills & Experience** - Works well within a team environment - Able to communicate effectively to convey and clarify information - Good written and verbal communication skills - Able to communicate in English (Fluent) and Spanish - Basic understanding of client requirements and product implementation - Experience in Ticket and queue management - Good knowledge of Microsoft Office - Technical degree related to IT area - ITIL accreditation will be an advantage **Technical Requirements (will be an advantage)** - Unix skills - Oracle Skills - Database Skills