Location(s): Karnataka, India ⋅ Bengaluru, Karnataka, India
Experience Level(s): Senior
Field(s): Customer Success & Support
Workplace Type: Hybrid
Hi, I'm Bhaskar Boroo your Recruiter. At CSG, we choose to see beyond a resume paper. We put your story, perspective, background, and what you have to offer first. While the traditional approach works for some, many miss out on fantastic talent like yourself, and we refuse to make that mistake. Instead, we believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary.
Provides 2nd level technical support of CSG products to post production customers by resolving technical issues with customers and meeting SLA requirements. Responsible for customer ticket management, customer escalations and customer reporting; May implement additional customer services to generate additional revenue.
We are looking for a Technical Support Analyst II who will be
8+ Years of working experience in Telecom domain.
8+ years of following skills : PCRF, SCP, DRA, Mediation (Real time charging), Diameter Protocol knowledge, able to troubleshoot Pcap.
Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
Ensures Customer Support Tool is updated with the latest ticket details always.
Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues
Following up on support issues, which include liaising with both the customer as well as Level 3 team.
Ensures compliance with SLAs.
Escalates opportunities and/or issues according to established procedures
Performs Basic Application Health Check
Works on performance issues
Works in different business times and on-call 24hs / 7 days
Shift work, Standby support and working on weeknights/weekends/public holidays is required
Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders.
Demonstration of CSG Values.
You should have
Excellent analytical and troubleshooting skills
Works within defined objectives using internal procedures
Able to prioritize work rapidly and effectively
Able to work independently
Acts as Mentor and provides leadership and guidance to other team members
Technical Requirements (for all product families excluding Route)
Unix skills:
- Create & modify shell scripts
- Basic system administration
- Monitor performance using standard utilities
- View, analyze and understand system logs
- Basic Unix system administration skills
Perks & Benefits
Work from Home, in-office, or hybrid
Paid Vacation, Volunteer, Compassionate, and Holiday Time Off
Insurance coverage for the family including in-laws, group personal accident and term life insurance policy
Employee Insurance Top-Up
Tele consultation
Sodexo
Emotional and Mental Well-being Support
Parental Leave
Education and Internet reimbursement
Our Story
For over 40 years, we've serviced the world's most recognizable brands with future-ready solutions in customer engagement, revenue management, and payments that make ordinary customer experiences extraordinary. As a trusted technology provider in telecommunications, retail, financial services, and healthcare, our solutions impact over 900 customers in over 120 countries. Over 5,000 customer-obsessed CSGers in more than 20 countries made it possible and helped reach our $1 billion in revenue milestone.
Our Way of Life
Our people power a culture of integrity, innovation, and impact. In return, we power our people with the choice to work from home, in-office, or a hybrid work combination that integrates well with their lifestyle. You'll find CSGers exercising this choice at most of our locations worldwide.
We are committed to building and nurturing a diverse, supportive, and inclusive work environment where individuality is valued, and our people can flourish. We believe our workforce should reflect the world we live in and that we are stronger because of our differences. By embracing different backgrounds, attributes, experiences, and perspectives, we will help our employees, customers, and communities excel while, together, we work toward making social equality a reality.
We are committed to making a bigger community impact by creating new opportunities and access for underrepresented communities, protecting the environment, and developing technology solutions that foster digital inclusivity. That's just who we are. If not us, then who?