Product Support Analyst I

Job Description

Hi, I'm Arpana D.R, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

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 channelling the power of all, we make ordinary customer and employee experiences extraordinary.

This is your opportunity to join one of our high-performing teams. Channel the power of YOU and begin the journey to becoming a CSGer.

We are looking for Product Support Analyst I who will: 

• You will accept incoming phone calls from external customers (such as Merchants, Resellers and ISO’s), Transaction Research, Funding, Processing questions, Billing inquiries, Limit Increases, IP Address changes, Check Verify  Transaction research request, Payment processing request, ACH inquiries related to fees charged on bank statements, Provide guidance to merchants to assist with PCI compliance, Assisting with client’s customer inquiries, Approval Letters,  other email related request not listed.
• You will provide basic level tech support, Troubleshooting software,  Resetting passwords, Browser compatibility issues, Re-pop Settlement.
• You will distribute department specific request to the applicable departments.
• You will act as a liaison between the customer and various departments of operations.
• You will research assigned customer issues and follow up within in a timely manner. 
• You will create trouble tickets to escalate customer issues and follow-up as required.
• You will do other duties as assigned. 

Is this opportunity right for you? We are looking for candidates who have:

• Bachelor’s degree or related field, or equivalent practical experience
• 1-3 years’ experience in customer service environment
• Attend customer service trainings on the products and services.
• Study and understand the products and services.
• Complete side by side training with other agents on incoming calls from customers.
• Basic understanding of CRM system and other required software.
• Gain a mid-level understanding of products, processes and procedures within first 6 – 12 months of employment.
• Meet minimum performance expectations provided by Supervisor and/or Director within first 90 days.
• Meet minimum expectations for quality standards within first 90 days.
• Consistently use soft skills on calls to ensure customer satisfaction.
• Consistently show positive progress in quality scores and performance audits

CSGer Perks & Benefits:

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

Location(s):

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

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. Learn more about CSG Inclusion & Impact here.