Technical Support Analyst Lead JD

Hi, I'm Genevieve Moodley, your Recruiter and guide to joining CSG. At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary. Channel the power of YOU and begin the journey to becoming a CSGer.

What you'll do

• You will report to the Senior Manager Service Management to provide technical support to customers - resolving technical issues / error messages encountered by customers in a live production environment
• You will manage a team of 2 or more, develop the team to meet their objectives and customers' SLAs and lead the team in daily activities
• You will create both customer and technical documentation for processes created or modified.
• You will perform technical trouble shooting and consult with L4 teams
• The role may require you to work in different business times and form part of an on-call 24hs / 7 days roster which may be on weeknights/weekends/public holidays and Ad-hoc occasional travel to customer sites.
• You must show excellent management skills and provide strong technical support and leadership to the team.
• You will participate & contribute to Major Incident Management, Problem resolution, escalations, and any associated procedures.
• You will play a strong role in establishing a strong working relationship with customers and other CSG competency-based functions (Professional Services, Research and Development, etc.)

You should have

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting fewer requirements. Channel the power of YOU and apply to discover if we're a match.

• Degree or Diploma in Information Technology; Computer Science, Engineering, related field, or equivalent experience
• Proficiency in English in a business environment
• 7+ years of work experience in software industry or related fields
• 2+ years of work experience in a leadership role managing a team of 2 or more people
• Experience in an areas of operational support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, Windows Server
• ITIL accreditation

Who will love this job

• An trusted team player – you know how to connect and communicate with your audience(s) around the world and create safe environments to voice diverse opinions, foster diversity and belonging and above all treat people with respect
• A growth driver – you have a mindset that anticipates and adapts to changing needs and can bring partners together to contribute and work toward a shared vision
• A game changer – you dream big and push the limits of what's possible to improve for yourself and others
• A leader – you excel leading your own projects and produce impactful outcomes while dedicating time to mentor those around you to help them grow
• A strategist – you're curious and find inventive ways to implement ideas that lead to business simplification outcomes and solutions

Perks & Benefits

• Work from Home, in-office, or hybrid
• Medical aid
• Paid Vacation, Volunteer, Study Leave
• And so much more!

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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. If not us, then who? Learn more

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Location(s):

ZA.Centurion.Office