Provides 1st level technical support of CSG products to post‑production customers by resolving technical issues, researching, and performing incident isolation, resolution and follow‑up.
Manages customer tickets, escalations, SLA requirements, and customer reporting throughout the incident lifecycle.
Conducts in‑depth troubleshooting on L1 call types and completes programmatic fixes within the service desk.
Coordinates with and escalates to operational and programming teams for further triaging, including setting up internal and external bridges as needed.
Owns and manages external customer incidents to resolution regardless of priority and keeps customers informed of status and resolution.
Records incident details in the tracking system, including incident description, customer info, affected product/service, business impact, workflow, and severity level.