Product Support Analyst - OVERNIGHT. page is loaded Product Support Analyst - OVERNIGHT. Apply locations CO.Bogota.Office time type Full time posted on Posted 25 Days Ago time left to apply End Date: August 8, 2025 (30+ days left to apply) job requisition id 29736 Hi, I'm Martha Garces , your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. We are looking for a Product Support Analyst who will: Provide 1st level technical support of CSG products to post production customers by resolving technical issues with customers evaluating and researching the issue and/or performing incident isolation, resolution and follow-up. Responsible for customer ticket management, customer escalations, meeting SLA requirements and customer reporting. Is this opportunity right for you? We are looking for candidates who: Performs in-depth troubleshooting and analysis on L1 call types, with a focus on resolving issues within the services desk (e.g. - completing programmatic fixes) Coordinates with/escalates to operational and programming teams to aide in further triaging of issues – including pulling together internal and external bridges for additional triage as needed Owns and manages external customer incidents for the entire lifecycle of the incident - regardless of priority Maintains contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction Gathers 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 subsequent severity level Escalates customer incidents when unable to resolve within the service desk. Supports customers per 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 Follow up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team. Ensure compliance with SLAs and OLAs Works in different business times and on-call 24hs / 7 days. Shift work stand by support and working on weeknights/weekends/public holidays is required experience with Unix, Oracle and Databases (Nice to have) 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. CSGer Perks & Benefits (Feel free to adjust this by regional 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! 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. #LI-Remote Location(s): CO.Bogota.Office Similar Jobs (3) Product Support Analyst I (OVERNIGHT Shift) locations CO.Bogota.Office time type Full time posted on Posted 25 Days Ago time left to apply End Date: August 8, 2025 (30+ days left to apply) Product Support Analyst I (OVERNIGHT Shift) locations CO.Bogota.Office time type Full time posted on Posted 25 Days Ago time left to apply End Date: August 8, 2025 (30+ days left to apply) Technical Support Analyst I locations 2 Locations time type Full time posted on Posted 18 Days Ago time left to apply End Date: August 15, 2025 (30+ days left to apply) Get in Touch Introduce yourself to our recruiters and we'll get in touch if there is a role that seems like a good match. About Us 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. If not us, then who? Learn more CSG is an Affirmative Action, Equal Opportunity / Veteran / Disabled / Female / Minority / Sexual Orientation / Gender IdentityEmployer.CSG does not discriminate on the basis of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law, are not taken into account in any employment decision. CSG will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 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. For the EEO it's the Law posting, click HERE . #J-18808-Ljbffr