Integration and Technical Support Specialist – Payments

November 13

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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

• Provide superior technical support to our external customers such as merchants, resellers, and independent sales organizations (ISOs) as well as our internal customers such as coworkers and managers • Follow quality standards provided by supervisors • Adhere to SLAs provided for email, trouble tickets, and follow up standards • Create, document, and complete trouble tickets and follow-up within defined SLAs/KPIs or other metrics • Gain a high-level knowledge of the products and services CSG Forte provides • Assist merchants in troubleshooting issues encountered during development, testing and production • Perform problem analysis and recommend/implement solutions • Participate in conference calls, webinars, and special projects for existing and potential customers to assist with questions on how integration can provide assistance • Provide coding and integration support solutions • Handle incoming phone calls, emails, trouble tickets and faxes from external customers related to: Equipment or software troubleshooting Forte’s products such as Web Services, Virtual Terminal, Forte Check Verify, AGI, Batch Files, BillPayit, Secure Web Pay, and more • Processing questions • Troubleshoot software and hardware • Reset passwords • Escalated transaction inquiries • System/Product component configuration and setup • Product Functionality • Research, diagnose, and resolve customer issues in a timely manner • Communicate with customers by inquiring to discover the issue, keeping them informed of incident progress, notifying them of impending changes, and following up regarding successful resolution • Escalate trouble tickets to the product development team for software bugs and feature requests • Assist and train customers on the use of Forte’s products as needed • Handle after-hours calls on a rotating basis • Other duties as assigned

🎯 Requirements

• Bachelor’s degree in Computer Science, related field or equivalent experience • 4+ years of Technical Support experience in a software environment • A working knowledge of the Microsoft Office suite • Knowledge of one or more of the following: PERL, SQL, PHP, ASP, .NET, C, C#, Python, Javascript, Rest API • A high level of knowledge related to computers, hardware, and software • Ability to thrive in a fast-paced, high-energy work environment • Hands-on experience with Microsoft Operations Manager or MS-SQL • General knowledge of database administration and system analysis procedures • Ability to work shifts between 7:00 am-7:00 pm Central Time • Ability to work rotating on-call support • Ability to read, write, speak and understand the English language in a business environment

🏖️ Benefits

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