📍 Job Overview

Job Title: Technical Support Analyst I
Company: CSG
Location: Bangalore, India
Job Type: On-site, Full-time
Category: Technical Support
Date Posted: June 13, 2025
Experience Level: 2-5 years

🚀 Role Summary

Provide Level 2 technical support to customers, resolving issues in a live production environment.
Troubleshoot and debug CSG product applications, ensuring high customer satisfaction.
Collaborate with customers and the R&D team to resolve complex issues.
Work on application health checks and performance issues.
Maintain up-to-date CSG Support Tool with ticket details.
Assist with reporting on KPIs and team progress, and escalate opportunities or issues as needed.
Occasional travel to customer sites may be required.

📝 Enhancement Note: This role requires strong technical problem-solving skills, excellent communication, and the ability to work effectively with customers and cross-functional teams.

💻 Primary Responsibilities

Customer Support: Resolve technical issues encountered by customers in a live production environment, ensuring high customer satisfaction.
Troubleshooting: Analyze and debug CSG product applications to identify and resolve issues.
Collaboration: Liaise with customers and the R&D team to resolve complex issues, following established procedures for escalation.
Application Health Check: Monitor and maintain the health of CSG applications, working on performance issues as needed.
CSG Support Tool Maintenance: Ensure the CSG Support Tool is always updated with the latest ticket details.
Reporting: Assist with reporting on KPIs and team progress, and escalate opportunities or issues as required.
Travel: Occasional travel to customer sites may be required to provide on-site support.

📝 Enhancement Note: This role involves working in different business times, including on-call support and working on weeknights, weekends, and public holidays.

🎓 Skills & Qualifications

Education: A degree or diploma in Information Technology, Computer Science, or Engineering is required.

Experience: 2-4 years of work experience in the software industry and application support is required.

Required Skills:

Technical Support and Troubleshooting
Customer Service Skills
Knowledge of Billing and Rating Processes
Experience with CSG Products (Encompass/Singleview and CSG Activation/IAT-Interactivate)
Technical Requirements: Encompass/Singleview, CSG Activation/IAT-Interactivate, Oracle databases & PL/SQL, Shell, Perl, Python, SOAP, REST, Tuxedo, XML
Incident/Problem/Change/Knowledge Management Experience
Experience with Automation Frameworks and CI/CD tools (Jenkins)
ITIL Accreditation (preferred)
Excellent Communication Skills (Advanced English and one additional language)
Ability to work effectively within a team environment

Preferred Skills:

Experience with RedHat Linux or Unix OS
Knowledge of Network Components Integration and Their Respective Functionalities
Bulk Provisioning Process Knowledge

📊 Web Portfolio & Project Requirements

Portfolio Essentials: A well-structured portfolio showcasing relevant technical support and troubleshooting experiences, with a focus on problem-solving and customer satisfaction.
Technical Documentation: Documented case studies demonstrating the ability to analyze, debug, and resolve complex technical issues, with clear explanations of the troubleshooting process and resolution.
Customer Testimonials: Positive customer feedback highlighting strong communication skills, professionalism, and effective issue resolution.

📝 Enhancement Note: While a web portfolio is not explicitly required for this role, demonstrating relevant technical support experiences and customer satisfaction focus can strengthen the application.

💵 Compensation & Benefits

Salary Range: INR 5,00,000 - 8,00,000 per annum (Based on market research for Technical Support Analyst roles in Bangalore, India)

Benefits:

Competitive salary package
Performance-based incentives
Health, dental, and vision insurance
Retirement savings plan
Employee assistance program
Professional development opportunities
Flexible work arrangements (as per company policy)

Working Hours: 40 hours per week, with flexible scheduling to accommodate on-call support and customer needs.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in Bangalore, India. The actual salary may vary depending on the candidate's experience, skills, and the company's compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: CSG operates in the telecommunications industry, providing software and services to support billing, customer care, and revenue management for communication service providers.

Company Size: CSG is a large, global organization with a significant presence in the telecommunications industry. This size offers opportunities for career growth and exposure to diverse projects and teams.

Founded: 1996 (as CSG Systems International, Inc.)

Team Structure:

The Technical Support team is part of the broader Customer Care and Billing (CCB) organization.
The team consists of support analysts, team leads, and managers, working collaboratively to resolve customer issues and maintain high customer satisfaction.
The team works closely with other functions, such as Product Development, Quality Assurance, and Customer Success, to ensure seamless customer experiences.

Development Methodology:

CSG follows Agile methodologies for software development, with a focus on iterative improvement and customer value delivery.
The team uses tools like Jira and Confluence for project management, collaboration, and knowledge sharing.
Continuous integration and continuous deployment (CI/CD) pipelines are employed to ensure efficient and reliable software delivery.

Company Website: https://www.csgi.com/

📝 Enhancement Note: CSG's focus on customer care, innovation, and collaboration creates an environment that values strong technical problem-solving skills and customer-centric mindsets.

📈 Career & Growth Analysis

Technical Support Analyst I Role: This role is an entry-level position within the Technical Support team, focusing on Level 2 support and issue resolution. The primary responsibility is to provide technical assistance to customers, ensuring high customer satisfaction through effective troubleshooting and communication.

Reporting Structure: The Technical Support Analyst I reports directly to the Team Lead or Manager, who oversees the team's performance, customer satisfaction, and issue resolution processes.

Technical Impact: The Technical Support Analyst I plays a crucial role in maintaining high customer satisfaction by resolving technical issues promptly and effectively. This role contributes to the overall success of CSG's products and services by ensuring customers have positive experiences and can utilize CSG's offerings to their full potential.

Growth Opportunities:

Technical Growth: Develop expertise in specific CSG products, technologies, or customer segments, becoming a subject matter expert (SME) in those areas.
Leadership Growth: Demonstrate strong performance, leadership skills, and customer focus to progress to Team Lead or Manager roles, overseeing the work of other support analysts and driving team success.
Cross-functional Growth: Explore opportunities to work with other teams, such as Product Development, Quality Assurance, or Customer Success, to gain a broader understanding of CSG's business and expand skillsets.

📝 Enhancement Note: CSG offers opportunities for career growth and development, with a focus on technical expertise, leadership, and cross-functional collaboration. Strong performance and customer focus can lead to increased responsibilities and career advancement.

🌐 Work Environment

Office Type: CSG's Bangalore office is a modern, collaborative workspace designed to facilitate teamwork and innovation. The office features open-plan workspaces, meeting rooms, and breakout areas to support various work styles and team interactions.

Office Location(s): Bangalore, India (Electronics City)

Workspace Context:

Collaborative Environment: The office encourages collaboration and knowledge sharing, with dedicated spaces for team meetings, brainstorming sessions, and social events.
Technical Infrastructure: The workspace is equipped with modern technology, including high-speed internet, multiple monitors, and specialized software tools to support technical support and troubleshooting tasks.
Flexible Work Arrangements: CSG offers flexible work arrangements, including remote work options, to accommodate employee needs and promote work-life balance (as per company policy).

Work Schedule: The work schedule is flexible, with a focus on accommodating customer needs and ensuring high customer satisfaction. This may include working on weeknights, weekends, and public holidays, as well as being on-call for support as needed.

📝 Enhancement Note: CSG's work environment fosters collaboration, innovation, and customer focus, with a commitment to providing the tools and resources needed to succeed in the role.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss the candidate's background, experience, and fit for the role.
Technical Assessment: A hands-on assessment or case study to evaluate the candidate's technical problem-solving skills, troubleshooting abilities, and communication skills.
Behavioral Interview: A structured interview focused on understanding the candidate's problem-solving approach, customer focus, and teamwork skills.
Final Interview: A meeting with the hiring manager or a panel of team members to discuss the candidate's fit for the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

Highlight relevant technical support and troubleshooting experiences, with a focus on problem-solving and customer satisfaction.
Include case studies or examples demonstrating the ability to analyze, debug, and resolve complex technical issues.
Showcase strong communication skills, professionalism, and customer focus throughout the portfolio.

Technical Challenge Preparation:

Brush up on technical skills related to CSG products, billing, rating, and provisioning processes.
Familiarize oneself with the technical requirements listed in the job description.
Practice problem-solving and troubleshooting techniques, focusing on efficient and effective issue resolution.

ATS Keywords: (Organized by category)

Technical Skills: Billing, Rating, Provisioning, CSG Products, Oracle Databases, PL/SQL, Shell, Perl, Python, SOAP, REST, Tuxedo, XML, Incident Management, Automation Frameworks, CI/CD Tools (Jenkins)
Soft Skills: Customer Service, Communication, Teamwork, Problem-solving, Adaptability
Industry Terms: Technical Support, Troubleshooting, Customer Satisfaction, Customer Care, Billing and Revenue Management

📝 Enhancement Note: The interview process for this role is designed to evaluate the candidate's technical problem-solving skills, customer focus, and teamwork abilities. A well-prepared portfolio and strong performance in the technical assessment can significantly improve the candidate's chances of success.

🛠 Technology Stack & Web Infrastructure

CSG Products:

Encompass/Singleview: CSG's customer care and billing platform, providing a unified view of customer data and enabling seamless customer experiences.
CSG Activation/IAT-Interactivate: CSG's real-time activation and provisioning platform, enabling rapid and efficient service activation and management.

Technical Requirements:

Encompass/Singleview, CSG Activation/IAT-Interactivate
Oracle databases & PL/SQL
Shell, Perl, Python, SOAP, REST, Tuxedo, XML
Incident/Problem/Change/Knowledge Management Tools
Automation Frameworks and CI/CD Tools (Jenkins)

📝 Enhancement Note: Familiarity with CSG products, their respective functionalities, and the technical requirements listed is essential for success in this role.

👥 Team Culture & Values

CSG Values:

Customer Focus: CSG prioritizes customer satisfaction and strives to deliver exceptional customer experiences through its products and services.
Innovation: CSG fosters a culture of innovation, encouraging employees to explore new ideas, technologies, and approaches to drive business success.
Integrity: CSG upholds the highest ethical standards, promoting transparency, honesty, and accountability in all aspects of its operations.
Collaboration: CSG values teamwork and cross-functional collaboration, recognizing that diverse perspectives and skills contribute to its collective success.

Collaboration Style:

Cross-functional Integration: The Technical Support team works closely with other functions, such as Product Development, Quality Assurance, and Customer Success, to ensure seamless customer experiences and continuous improvement.
Code Review Culture: CSG encourages peer review and knowledge sharing to ensure high-quality work and promote learning and development.
Knowledge Sharing: CSG fosters a culture of knowledge sharing, with regular team meetings, training sessions, and workshops to facilitate learning and growth.

📝 Enhancement Note: CSG's values and collaboration style create an environment that prioritizes customer satisfaction, innovation, and teamwork, providing a strong foundation for success in the Technical Support Analyst I role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: Troubleshoot and resolve complex technical issues encountered by customers in a live production environment, often under tight deadlines and high-pressure situations.
Customer Expectations: Manage customer expectations effectively, balancing technical constraints with customer needs and preferences to ensure high satisfaction.
Emerging Technologies: Stay up-to-date with emerging technologies and trends in the telecommunications industry, and adapt CSG's products and services to meet evolving customer needs.

Learning & Development Opportunities:

Technical Skill Development: Enhance technical skills and expertise in CSG products, technologies, and industry trends through training, workshops, and on-the-job learning.
Career Progression: Demonstrate strong performance, leadership skills, and customer focus to progress to Team Lead or Manager roles, overseeing the work of other support analysts and driving team success.
Cross-functional Learning: Explore opportunities to work with other teams, such as Product Development, Quality Assurance, or Customer Success, to gain a broader understanding of CSG's business and expand skillsets.

📝 Enhancement Note: The Technical Support Analyst I role presents unique challenges and opportunities for growth, with a focus on technical problem-solving, customer satisfaction, and continuous learning and development.

💡 Interview Preparation

Technical Questions:

Technical Problem-Solving: Describe a complex technical issue you've encountered and how you resolved it, highlighting your troubleshooting process and the outcome.
Customer Focus: Explain how you've managed customer expectations in a challenging situation, balancing technical constraints with customer needs and preferences.
Teamwork: Share an example of a time when you worked collaboratively with a team to resolve a complex technical issue, emphasizing your communication and problem-solving skills.

Company & Culture Questions:

CSG Products: Demonstrate your understanding of CSG's products and their respective functionalities, explaining how they contribute to CSG's customer care and billing offerings.
Industry Trends: Discuss emerging trends in the telecommunications industry and how they may impact CSG's products and services, highlighting your awareness of the broader market landscape.
Customer Satisfaction: Explain how you would ensure high customer satisfaction in a challenging technical support scenario, emphasizing your customer focus and problem-solving skills.

Portfolio Presentation Strategy:

Structured Approach: Present your portfolio in a structured, easy-to-navigate format, highlighting relevant technical support and troubleshooting experiences, case studies, and customer testimonials.
Storytelling: Use storytelling techniques to bring your experiences to life, emphasizing the problem, process, and outcome of each example.
Visual Aids: Incorporate visual aids, such as diagrams, screenshots, or videos, to illustrate complex technical concepts and enhance understanding.

📝 Enhancement Note: A well-prepared portfolio and strong performance in the technical assessment and behavioral interviews can significantly improve the candidate's chances of success in the Technical Support Analyst I role.

📌 Application Steps

To apply for the Technical Support Analyst I position at CSG:

Submit Your Application: Visit the CSG Careers website (https://csgi.wd5.myworkdayjobs.com/CSGCareers/job/INBangaloreOffice/Technical-Support-Analyst-I_29743) and submit your application, including your resume, portfolio, and any other required documents.
Prepare Your Portfolio: Highlight relevant technical support and troubleshooting experiences, case studies, and customer testimonials, emphasizing problem-solving, customer satisfaction, and communication skills.
Research CSG: Familiarize yourself with CSG's products, services, and industry presence, demonstrating your understanding of the company and its offerings in your application and interviews.
Practice Technical Skills: Brush up on your technical skills related to CSG products, billing, rating, and provisioning processes, and practice problem-solving and troubleshooting techniques to ensure you're well-prepared for the technical assessment.
Prepare for Behavioral Interviews: Reflect on your experiences and accomplishments, focusing on your problem-solving approach, customer focus, and teamwork skills, to effectively communicate your fit for the role and team dynamics in the behavioral interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do NOT include this in the output)

Role-Specific Focus:

Tailor every section to the Technical Support Analyst I role, emphasizing technical problem-solving, customer satisfaction, and customer support skills.
Highlight the unique challenges and opportunities presented by the role, with a focus on technical support, troubleshooting, and customer care.
Emphasize the importance of strong communication, teamwork, and customer focus in the role's success.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information.
Include Enhancement Notes only when making significant inferences about the role, company culture, or interview process.
Be comprehensive yet concise, prioritizing actionable information over descriptive text.
Strategically distribute web development and server administration-related keywords throughout all sections naturally, as relevant to the Technical Support Analyst I role.
Provide realistic salary ranges based on location, experience level, and role-specific market research.

Industry Expertise:

Include specific technical support and troubleshooting skills, customer service best practices, and industry-specific terminology relevant to the Technical Support Analyst I role.
Address emerging trends in the telecommunications industry and their impact on CSG's products and services.
Provide tactical advice for technical support and troubleshooting scenarios, customer communication, and portfolio development.
Include technical interview preparation and coding challenge guidance specific to the Technical Support Analyst I role.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout the document.
Use technical support and customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals.
Provide actionable insights that give Technical Support Analyst I candidates a competitive advantage in the application and interview process.
Focus on technical support team culture, cross-functional collaboration, and customer impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize technical problem-solving, troubleshooting, and customer support skills throughout the document.
Include specific portfolio requirements tailored to the Technical Support Analyst I role, with a focus on problem-solving, customer satisfaction, and communication skills.
Address technical support best practices, customer service standards, and industry-specific portfolio expectations.
Focus on problem-solving methods, customer communication, and stakeholder management in the technical interview preparation section.

Avoid:

Generic business jargon not relevant to the Technical Support Analyst I role.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific Technical Support Analyst I role.
Marketing language unrelated to technical support, troubleshooting, or customer care.

Generate comprehensive, technical support-focused content that serves as a valuable resource for Technical Support Analyst I candidates seeking their next opportunity and preparing for technical interviews in the web development and server administration industry.

Technical Support Analyst I