Teams at CSG

Monitor applications and systems, assess and coordinate responses to major incidents, escalate issues, communicate with technical teams and clients, facilitate emergency change approvals, perform system health checks, analyze incident data, support problem management, and produce effectiveness reports. The role works Wednesday through Saturday with an on-call rotation.

Monitors enterprise applications, infrastructure, and performance events; performs initial triage and severity assessments for major incidents; coordinates bridge calls and recovery efforts; communicates business impact to stakeholders; analyzes incident metrics with Problem Management to identify root causes and prevent recurrence. The role requires rotational 24/7 shift coverage, including weekends and public holidays, in a hybrid work environment.

Provides phone and email support to merchants, resellers, and other customers regarding payment processing, billing, funding, transactions, ACH, and PCI compliance. Troubleshoots basic software, password, browser, and settlement issues; routes requests to appropriate departments; researches customer problems; creates escalation tickets; and follows up to resolution. Requires customer service experience, product training, CRM familiarity, and the ability to meet quality and performance standards.