Product Support Analyst - 28346_2-5752

CSG Talent - Chicago, IL

Full-time - Entry Level

Remote - Chicago, IL

Administrative and Support Services

About the position

The Product Support Analyst serves as the initial contact for external customer inquiries and incidents, providing support and troubleshooting assistance. This role involves answering questions, creating tickets, maintaining customer communication, and escalating issues when necessary. The position operates Monday through Friday from 6:00 am CT to 3:00 pm CT, with limited after-hours support required.

Responsibilities

• Report to the Senior Manager of the Service Desk to facilitate the initial call from external customer inquiries or incidents.
• Answer questions on lower complexity external call types, create initial tickets, and may resolve requests and basic issues on the initial call.
• Maintain contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction.
• Gather incident details and record them in the tracking system, including incident description and customer information, component of the product or services affected, business impacts, workflow, and subsequent severity level.
• Escalate customer incidents when unable to resolve within the service desk.
• Assist teams to troubleshoot incident resolution.
• Capture and record initial triage information required by teams to research.
• Coordinate with customers to validate service restoration.

Requirements

• High School Diploma or GED
• Bilingual skills in English and Spanish (read, write, speak)
• Experience with customer service, Help Desk, NOC, or other client-facing troubleshooting
• Experience troubleshooting technical situations and thoroughly documenting all relevant details.

Benefits

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off