Product Support Analyst I

Job Details & Requirements

Job Description

Product Support Analyst I remote type

Remote India Remote Full time Posted 4 Days Ago 32236 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!