Role Purpose & Scope

Follow with the L1 technical support activities of CSG’s postproduction by learning and understanding the technical issues with customers. Responsible to document any type of activities for customer ticket management, customer escalations, SLA requirements and customer reporting activities.

Primary Responsibilities

• Assist in troubleshooting and analysis on L1 call types, with a focus on learning and understanding the issues
• Review and update the escalation procedures including pulling together internal and external bridges for additional triage as needed
• Assist L1 team managing external customer incidents for the entire lifecycle of the incident - regardless of priority
• Identify incident details and records those details in the tracking system - including:
  • incident description and customer information,
  • component of the product or services affected
  • business impacts, workflow and ...