**Essential Job Functions** (Primary responsibilities of the job and the percentage of time spent on each to total 100 %. Reflect the level autonomy, decision-making authority, breadth and level of work/accountability within the responsibility descriptions.) **Responsibility** - Leading incidents and requests to resolution. - Being 1st escalation point for customer incidents and requests. - Assist the Customer Success Manager in accepting solution hand-over for support. - Be a focal point for the team for communication and issue identification, resolution, and escalation. - Provide technical mentoring and coaching of team members where appropriate. **% of Time** **Lead Troubleshooting Efforts** - Performs in-depth troubleshooting and analysis on intermediate 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 bridges for additional triage as needed 40% **Customer Service** - Owns and manages internal customer incidents for the entire lifecycle of the incident - regardless of priority - Answers questions on intermediate complexity internal call types; fully evaluates issues to determine direction resolution and/or direction on all incidents regardless of priority on the same call - where applicable - Maintains contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction 20% **Incident Management** - 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. 20% **SME Assistance/Special Projects** - Serves as a resource to and provides SME assistance for Analyst I and other internal/incident partners. - Assists with special projects and short-term ad-hoc assignments 20% Incumbent is accountable for professional working behavior to include; building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and incident resolution while demonstrating CSG’s core competencies and values. Ongoing NOTE: The purpose of this job description is to describe the general nature and level of work performed and it is not intended to be all-inclusive. An employee may perform duties outside of their normal responsibilities as needed. **Work Environment** (Work environment including any noise, equipment, space, temperature, etc. conditions.) - Standard office environment - May be required to work variety of shifts to include weekends, holidays or extra shift **Education** (Education, training and/or certifications typically required to successfully perform the job.) - Associates degree or equivalent education/experience. **Experience** (Minimum level of related experience typically required to successfully perform the job and preferred experience that is also beneficial to have in this job.) - Prior experience working in the International Service Desk, as an ISC analyst - 2-3 years’ experience working with Microsoft products including Windows 7, 8 and 10, Office and Outlook - Intermediate understanding of computer PC networking, standard browser troubleshooting **Knowledge, Skills and Abilities** (Knowledge skills and abilities typically required to perform the job, licenses and certifications required for the job and preferred knowledge, skills and abilities that are also beneficial to have in this job.) - **Troubleshooting Skills, Product Knowledge, and Technical Acumen** - Demonstrated problem-solving skills with an ability to resolve intermediate call types with independent decision making ability, sound judgement and problem solving with little guidance. - Ability to identify a given call type and provide technical analysis and recommended solutions - Ability to interpret and translate technical terminology - **Communication Skills and Ability** - Possess strong written and verbal communication skills. - Ability to read, write, speak and understand the English language in a business environment. - Ability to present information and respond to questions to a variety of levels within CSG. - **Incident Management and Customer Service Skills** - Ability to maintain ownership of all issues until resolution and knowledge of when to communicate escalation of issues. - Demonstrated experience with issues of significant customer impact and managing resolution of issues with various levels of teams from multiple organizations. - Efficiently/Effectively gather cross-functional teams to resolve issues, provide solutions based on research completed. - Demonstrated