Technical Support Specialist I [Colombia]

 

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Hi, we're

Laura Pérez

&

Ygor Araujo

your Recruiters and guides to joining CSG. 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 channeling the power of all, we make ordinary customer and employee experiences extraordinary. Channel the power of YOU and begin the journey to becoming a CSGer.

What you'll do

• You will report to services desk director to contribute and provide an overview of the Payments Gateway integration process to existing, new and potential merchants providing advice, examples, helpful hints and tips for a successful experience.
• Assist customer service agents with incoming phone calls, emails, and faxes from external customers (such as Merchants, Resellers and ISO's) dealing with questions and/or issues on funding, processing questions, troubleshooting software, resetting passwords and billing inquiries.
• Assist the customer in troubleshooting any difficulties encountered during development, testing and production to minimize downtime.
• Provide day-to-day support for incoming phone calls, emails, and faxes from customers dealing with questions and/or issues on system/Product Component, configuration and setup, product functionality, trouble-shooting software and/or hardware concerns.
• Create, document, and complete trouble tickets and follow-up within defined SLAs/KPIs or other metrics, and with an exceptional customer experience mindset.
• Communication with customers: inquire to understand the issue, keep them informed of incident progress, and notify them of impending changes.
• Escalate trouble tickets to the product development team for software bugs and feature requests, following up with the customer when a fix has been implemented.

You should have

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. Remember, you are not solely your resume. Give your transferable skills the chance to tell the full story. Channel the power of YOU and apply to explore the possibility we're the perfect fit.

• Bachelor's degree in computer science, related field, or equivalent experience
• Proficiency in English in a business environment
• 4-6 years Technical Support experience in a software support environment.
• Working knowledge of one or more of the following languages: SQL, PHP, ASP, .NET, API, C, C#, Python.
• Working knowledge of Microsoft Office Outlook, Word and Excel
• Good general knowledge of database administration and system analysis procedures.

Who will love this job

• An trusted team player – you know how to connect and communicate with your audience(s) around the world and create safe environments to voice diverse opinions, foster diversity and belonging and above all treat people with respect
• A growth driver – you have a mindset that anticipates and adapts to changing needs and can bring partners together to contribute and work toward a shared vision
• A game changer – you dream big and push the limits of what's possible to improve for yourself and others
• A leader – you excel leading your own projects and produce impactful outcomes while dedicating time to mentor those around you to help them grow
• A strategist – you're curious and find inventive ways to implement ideas that lead to business simplification outcomes and solutions
• ((Soft Skills: Keep, Exchange or Create from
  Library
  using the above format))

Perks & Benefits

• Work from Home, in-office, or hybrid
• Paid Vacation, Birthday, Volunteer and Holiday Time Off
• Education Reimbursement
• And so much more!

• 
  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
  List-Hr-EEO-Coordinators@csgi.com

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 good people who are committed to doing good work. We're high on respect and low on ego, making us an easy company to do business with and a 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.

#LI-Remote

Location(s):

CO.Bogota.RemoteBR.Londrina.Office, BR.Londrina.Remote, BR.Sao Paulo.Office, BR.Sao Paulo.Remote, CO.Bogota.Office

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