Hi, I'm Christy Anne, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.
We are looking for a Technical Support Analyst II who will:
- Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live production environment.
- Provides Level 2 Support to customers - resolving technical issues/error messages encountered by customers in a live Encompass production environment.
- Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
- You must be aware of the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities.
- It will be good if having the Singleview product knowledge.
- Supports customers with the details contained in the customer maintenance and support contracts.
- 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 and Level 4 (R&D) team.
- Analyze and debug CSG Encompass product applications issues.
- Escalates opportunities and/or issues according to established procedures.
- Performs 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 are required.
Is this opportunity right for you? We are looking for candidates who have:
- A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
- Provides Level 2 Production Support to customers for CSG Billing product Single View - Resolving technical issues / error messages encountered by customers in a live production environment.
- 3+ years of working experience, preferably in Telecom domain BSS/OSS Domain.
- Knowledge of Telecom billing solutions, rating and charging systems, configurations.
- Good hands-on experience in CSG Billing Product “Single view/Encompass” billing system in Billing, Rating, Billing & Rating Issues, Rejection handling, configuration.
- End to End knowledge on Single View Billing product.
- Knowledge of Single View backend data model (table level knowledge).
- Able to analyze and fix production issues in Single view environment.
- Unix skills, Create & modify shell scripts, Basic system administration, monitor performance using standard utilities.
- Experience in at least one scripting language, such as Shell/PowerShell/Python/Perl.
- Experience in SQL/PL-SQL/Oracle database.
- Good communications skills – both verbal and written. Able to communicate and influence at all levels effectively.
- Ensures compliance with SLAs and OLAs.
- ITIL knowledge on INC/SR, Problem, Change and Helix/BMC/Service Now or any other ticketing system.
- Works in different shifts 24*7 as per project requirements including night shifts.
Secondary Skills (Desirable):
- Good to have Single View admin &PE related knowledge.
- Good Knowledge of Billing & Rating configuration (e.g. ENM, ERO, Tuxedo).
- Good knowledge of Singleview/Encompass development knowledge & EPM language.
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!
- View More Benefits (https://www.csgi.com/careers/)
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 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
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.
Location(s):
IN.Bangalore.Remote
Location(s):
India RemoteAccommodation:
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.
Skills Required
- Bachelor's degree in Computer Science, Computer Information Systems, or related discipline.
- 3+ years of working experience (preferably in Telecom BSS/OSS).
- Level 2 production support experience for CSG Billing product Single View / Encompass.
- End-to-end knowledge of Single View billing product and backend data model (table-level).
- Ability to analyze and fix production issues in Single View/Encompass environments.
- Knowledge of telecom billing solutions, rating and charging systems, configurations.
- Unix skills including basic system administration, monitoring performance, and creating/modifying shell scripts.
- Experience with at least one scripting language: Shell, PowerShell, Python, or Perl.
- Experience with SQL/PL-SQL and Oracle databases.
- ITIL knowledge (INC/SR, Problem, Change) and experience with ticketing systems (Helix, BMC, ServiceNow, etc.).
- Strong verbal and written communication skills and ability to influence at all levels.
- Willingness to work 24x7 shift schedule including nights, weekends, public holidays, and on-call/standby.
- Single View admin and PE related knowledge.
- Knowledge of Billing & Rating configuration tools (ENM, ERO, Tuxedo).
- Singleview/Encompass development knowledge and EPM language.
CSG Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CSG and has not been reviewed or approved by CSG.
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Flexible Benefits — A remote‑first, work‑from‑anywhere approach and paid volunteer time off are emphasized as core parts of the package. This flexibility is highlighted alongside standard health coverage and time‑off offerings.
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Leave & Time Off Breadth — Unlimited or generous PTO, paid holidays, separate sick time, and parental leave are described as standout elements, with mentions of an optional PTO buyback in some cases. These practices position time off as a notable strength.
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Retirement Support — A 401(k) with company match and immediate vesting is presented as a strong component of the package. This supports longer‑term financial security for employees.
CSG Insights
What We Do
Customer experience, commerce and payments have changed forever. With innovative new technologies like 5G and AI reshaping consumer expectations, it’s up to brands to deliver digital, engaging experiences that win over customers, no matter where they are in their customer journey. That’s where CSG comes in. CSG is a purpose-driven, high-growth SaaS platform company helping some of the world’s most recognizable brands solve their toughest business challenges. We’re a trusted partner to global companies that want to evolve to meet the demands of today’s digital economy, with future-ready solutions that drive exceptional customer experiences.
Why Work With Us
We're high on respect and low on ego, making us an easy company to do business with and the best place to work. We cultivate a culture based on integrity, innovation, and impact across all our locations, so our people show up as the most authentic version of themselves and can work together to build a more future-ready world. #ChooseCSG
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