Job Title: Product Support Analyst Candidates will provide first-level technical support for CSG products to post-production customers by resolving technical issues with customers, evaluating and researching the issue and/or performing incident isolation, resolution, and follow-up. Key Responsibilities: - Perform in-depth troubleshooting and analysis on L1 call types, with a focus on resolving issues within the services desk (e.g., completing programmatic fixes) - Coordinate with/escalate to operational and programming teams to aid 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 - Maintain contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction - Gather incident details and record 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 - Escalate customer incidents when unable to resolve within the service desk - Support customers per the details contained in the customer maintenance and support contracts - Maintain 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 - Work in different business times and on-call 24 hours / 7 days Requirements: - Experience with Unix, Oracle, and databases (nice to have) Our Guiding Principles: - Impact: Always help and empower others, whether they're colleagues or customers - Integrity: Do what's right for our customers and our people while being authentic - Inspiration: Be bold in the way you think and passionate about the work you do CSG Perks & Benefits: - Work from home, in-office, or hybrid - Employee belonging groups - Healthcare: dental, medical, and vision - Paid vacation, volunteer, and holiday time off Company Overview: Empowering companies to build unforgettable experiences, making it easier for people and businesses to connect with, use, and pay for the services they value most Location: Bogota, D.C., Capital District, Colombia