Product Support Analyst II

November 7

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CSG

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CSG is a leader in innovative customer engagement, revenue management and payments solutions that make ordinary customer experiences extraordinary. Our cloud-first architecture and customer-obsessed mindset help companies around the world launch new digital services, expand into new markets, and create dynamic experiences that capture new customers and build brand loyalty. 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 with future-ready solutions that drive exceptional customer experiences. With more than 5,000 employees in over 20 countries, CSG is the trusted technology provider for leading global brands in telecommunications, retail, financial services and healthcare. Our solutions deliver real world outcomes to more than 900 customers in over 120 countries.

5001 - 10000 employees

Founded 1982

📋 Description

• Attend customer service training on Forte products and services. • Study and understand the products and services Forte provides. • Complete side-by-side training with other agents on incoming customer calls. • Attain a mid-level understanding of products, processes, and procedures within the first 6–12 months of employment. • Meet minimum performance expectations set by the Supervisor and/or Director within the first 90 days. • Meet minimum quality standards within the first 90 days. • Consistently apply soft skills on calls to ensure customer satisfaction. • Consistently demonstrate positive progress in quality scores and performance audits.

🎯 Requirements

• Phone Support: Accept incoming calls from external customers, including Merchants, Resellers, and ISOs (Independent Sales Organizations). • Transaction and Financial Queries: Transaction research; funding inquiries; processing questions; billing inquiries; ACH inquiries related to fees shown on bank statements; account/service requests such as limit increases, IP address changes, Check Verify assistance, transaction research requests, and payment processing requests. • Compliance and External Support: Advise merchants on PCI compliance; assist clients with customer inquiries (Tier 3 support). • Email Communications: Handle requests for approval letters and other email-based requests not otherwise listed. • Basic Level 1 Technical Support: Troubleshoot software issues; reset passwords; resolve browser compatibility issues; Re-pop settlement. • Internal Coordination: Route department-specific requests to the appropriate teams; act as a liaison between customers and internal operations departments. • Case Management: Research assigned customer issues; follow up to resolve cases in a timely manner; create trouble tickets to escalate customer issues and perform required follow-up. • Other duties as assigned.

🏖️ Benefits

• SulAmérica Health • SulAmérica Dental • Vidalink Food/Meal Voucher • Child Care Assistance • Day off on your birthday • Gympass • Language assistance • Digital learning platform • Volunteer time off: 2 days per year