Product Support Analyst I (OVERNIGHT Shift) CSG Bogota, D.C., Capital District, Colombia Join or sign in to find your next job Join to apply for the Product Support Analyst I (OVERNIGHT Shift) role at CSG Product Support Analyst I (OVERNIGHT Shift) CSG Bogota, D.C., Capital District, Colombia 1 day ago Be among the first 25 applicants Join to apply for the Product Support Analyst I (OVERNIGHT Shift) role at CSG Get AI-powered advice on this job and more exclusive features. Hi, I'm Martha Garces, your Recruiter and guide to joining CSG! We are excited to learn more about you and your background. Responsibilities: Provide 1st level technical support to CSG’s postproduction customers by resolving technical issues, researching problems, and performing incident isolation, resolution, and follow-up. Manage customer tickets, handle escalations, meet SLA requirements, and generate customer reports. Perform in-depth troubleshooting on L1 call types, focusing on resolving issues within the service desk. Coordinate with operational and programming teams for issue triaging, including pulling internal and external bridges as needed. Own and manage external customer incidents throughout their lifecycle, maintaining communication and ensuring customer satisfaction. Record incident details accurately in the tracking system, including descriptions, affected components, impacts, workflows, and severity levels. Escalate unresolved incidents appropriately. Support customers according to maintenance and support contracts. Maintain professionalism and high customer satisfaction through timely responses and resolutions. Follow up on support issues, liaising with customers and Level 4 (R&D) teams. Ensure compliance with SLAs and OLAs. Work in different shifts, including on-call support during nights, weekends, and public holidays. Desired Skills & Experience: Ability to work well within a team environment. Effective communication skills, both written and verbal. Fluent in English and Spanish. Basic understanding of client requirements and product implementation. Experience in ticket and queue management. Proficiency with Microsoft Office. Technical degree related to IT; candidates with four years of experience without a degree may also be considered. ITIL certification is a plus. Our Principles: Impact: Empower others and help achieve great results. Integrity: Do what’s right, be authentic, and treat everyone with trust and respect. Inspiration: Think boldly, be passionate, and embrace innovation. Benefits: Employee Belonging Groups Healthcare: Dental, Medical, and Vision Paid Vacation, Volunteer, and Holiday Time Off Additional benefits as per regional policies If you need accommodations during the application process due to a disability, please contact us at +1 (402) 431-7440 or [email protected]. About CSG: CSG helps companies create exceptional experiences, connecting people with valuable services. With over 40 years of expertise, we support top brands in solving business challenges and adapting to the digital economy. We foster a culture of integrity, innovation, and impact, striving to be the easiest company to do business with and the best place to work. Location: CO.Bogota.Office Seniority Level: Entry level Employment Type: Full-time Job Function: Information Technology Industries: Telecommunications, Software Development, IT Services, and Consulting #J-18808-Ljbffr