Product Support Analyst I (OVERNIGHT Shift) CSG Bogota, D.C., Capital District, Colombia Join or sign in to find your next job Join to apply for the Product Support Analyst I (OVERNIGHT Shift) role at CSG Product Support Analyst I (OVERNIGHT Shift) CSG Bogota, D.C., Capital District, Colombia 2 days ago Be among the first 25 applicants Join to apply for the Product Support Analyst I (OVERNIGHT Shift) role at CSG Hi, I'm Martha Garces, your Recruiter and guide to joining CSG! We are excited to learn more about you and your background. We are looking for a Product Support Analyst who will: Provides 1st level technical support to CSG’s postproduction customers by resolving technical issues, evaluating and researching problems, performing incident isolation, resolution, and follow-up. Responsible for customer ticket management, escalations, meeting SLA requirements, and reporting. Is this opportunity right for you? We are looking for candidates who: Perform in-depth troubleshooting and analysis on L1 call types, focusing on resolving issues within the service desk (e.g., programmatic fixes) Coordinate with/escalate to operational and programming teams for further triaging, including internal and external bridges as needed Own and manage external customer incidents throughout their lifecycle, regardless of priority Maintain contact with customers, communicating status and resolutions to ensure satisfaction Record incident details in the tracking system, including description, affected components, business impacts, workflow, and severity Escalate unresolved incidents when necessary Support customers according to maintenance and support contracts Maintain high customer satisfaction through professionalism and timely issue resolution Follow up on support issues, liaising with customers and Level 4 (R&D) team Ensure compliance with SLAs and OLAs Work in different shifts, including on-call 24/7, nights, weekends, and holidays Key Outputs & Accountabilities Basic troubleshooting skills Ownership of issues until resolution and knowing when to escalate Work within defined objectives and procedures Consult with experienced staff before using alternative procedures Work under supervision of senior team members Regular review of work Desired Skills & Experience Teamwork skills Effective communication skills (written and verbal) Fluent in English and Spanish Understanding of client requirements and product implementation Experience in ticket and queue management Proficiency in Microsoft Office IT-related technical degree ITIL certification is a plus Our Guiding Principles Impact: Empower others and help create great outcomes. Integrity: Do what’s right, be authentic, and treat everyone with trust and respect. Inspiration: Think boldly, innovate, and embrace new ideas without fear of failure. CSGer Perks & Benefits: (Regional benefits may vary) Flexible work arrangements: remote, in-office, or hybrid Employee Belonging Groups Healthcare: Dental, Medical, Vision Paid Vacation, Volunteer, and Holiday Time Off And more! If you need accommodations during the application process due to a disability, contact us at +1 (402) 431-7440 or [email protected]. We support inclusive hiring practices. Our Story: CSG enables companies to deliver exceptional customer experiences through innovative technology and dedicated people. With over 40 years of experience, we help leading brands solve complex challenges and adapt to the digital economy. We foster a culture of integrity, innovation, and impact, making us a great place to work and do business. Learn more about our inclusion and impact initiatives here. Location: CO.Bogota.Office Seniority level Entry level Employment type Full-time Job function Information Technology Industries Telecommunications, Software Development, IT Services & Consulting #J-18808-Ljbffr