Technical Support Specialist II
CSG

Boston, Massachusetts

Posted in Manufacturing and Production


This job has expired.

Job Info


21658 Technical Support Specialist II (Open)

Position Type:
Full time

Location(s):
US.TX.Allen.OfficeUS.TX.Remote

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.
$56,742.00-$90,787.00

Position Details:

CSG is a leader in innovative customer engagement, revenue management, and payments solutions that make ordinary customer experiences extraordinary.
As a flexible first organization, you can find our remote and on-site locations here.

The Technical Support Analyst II provides superior technical support to our external customers such as merchants, resellers, and independent sales organizations (ISOs) as well as our internal customers such as coworkers and managers.

Responsibilities:

  • Follow quality standards provided by supervisors
  • Adhere to SLA's provided for email, trouble ticket, and follow up standards
  • Assist with new hire training
  • Create, document, and complete trouble tickets and follow-up within defined SLAs/KPIs or other metrics
  • High-level knowledge of the products and services CSG Forte provides
  • Detailed knowledge of operations, policies, procedures, products, and systems
  • Assist merchants in troubleshooting issues encountered during development, testing and production
  • Perform problem analysis and recommend/implement solutions
  • Participates in conference calls, webinars, and special projects for existing and potential customers to assist with questions on how integration can provide assistance
  • Provide coding and integration support solutions
  • Handle incoming phone calls, emails, trouble tickets and faxes from external customers related to:
    • Equipment or software troubleshooting Forte's products such as: Web Services, Virtual Terminal, Forte Check Verify, AGI, Batch Files, BillPayit, Secure Web Pay, and more
    • Processing questions
    • Trouble-shoot software and hardware
    • Reset passwords
    • Escalated transaction inquiries
    • System/Product component configuration and setup
    • Product Functionality
  • Research, diagnose, and resolve customer issues in a timely manner
  • Communicate with customers by inquiring to discover the issue, keeping them informed of incident progress, notifying them of impending changes, and following up regarding successful resolution
  • Escalate trouble tickets to product development team for software bugs and feature requests
  • Assist and train customers on the use of Forte's products as needed
  • Handle after-hours calls on a rotating basis
  • Other duties as assigned.

Education:
  • Bachelor's degree or equivalent experience

Requirements:
  • Must be open to shifts between 7:00am-7:00pm Central Time
  • Must be available for rotating on-call support
  • Must have 4-6 years Technical Support experience in a software environment
  • Must have working knowledge of Microsoft Office
  • Knowledge of one or more of the following : PERL, SQL, PHP, ASP, .NET, C, C#, Python, Javascript, Rest API
  • Must continually review updates on company products, both on-line and via manuals
  • Must have a high level of knowledge related to computers, hardware, and software
  • Must have ability to thrive in a fast-paced, high-energy work environment
  • Hands-on experience with Microsoft Operations Manager or MS-SQL preferred
  • General knowledge of database administration and system analysis procedures
#LI-Remote

Benefits:

CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please view: https://online.flippingbook.com/view/854641217/ .

This role is eligible for a bonus opportunity.


This job has expired.

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