Sr. Customer Service Analyst-Payment Processing

Hi, I'm Lolitta Tucker , your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. 

The Sr Customer Service Analyst will address external customer inquiries or incidents by answering questions, evaluating, and researching the issue, and performing incident isolation, resolution, and follow-up. This role is primarily phone-based and involves working in a high-volume call queue environment. The Sr Customer Service Analyst serves as the first point of contact for support and is responsible for resolving issues and fulfilling service requests. This includes creating, updating, and managing service request tickets to ensure timely and accurate resolution in alignment with service level agreements (SLAs). This position will be responsible for assisting other members of the team with resolving more difficult issues using advanced product knowledge and experience.

We are looking to hire a Sr Customer Service Analyst who will:

• Coordinate with operational and programming teams to aide in further escalation of issues
• Perform in-depth troubleshooting and review on intermediate call types with a focus on resolving issues within the services desk
• Troubleshoot and resolve advanced complex payment processing problems related to product functionality, configuration, and performance.
• Own and manage external customer incidents for the entire lifecycle of the incident
• Maintain contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction
• Gather incident details and record those details in the tracking system including incident description, customer information, product, or services affected, business impacts, workflow, and subsequent severity level
• Escalate customer incidents when unable to resolve within the service desk
• Serve as a resource to and provide SME assistance for Analyst I and partners on intermediate complexity calls
• Assist with special projects and short-term ad-hoc assignments
• May serve as a point of contact during major/minor software release periods
• Identify software release related issues and provides release documentation and information

Is this opportunity right for you? We are looking for candidates who:

• Have a bachelor's degree in business management, Finance Fin Tech or related field
• Have 3-5 years’ experience in a client or customer support role with solid payment processing experience
• Have experience working in high- volume help desk phone and e-ticket queues daily including live chats
• Have experience working with global customers both internal and external

• Possess the ability to interpret and translate technical terminology
• Can think long-term and align support efforts with business goals
• Can quickly adjust to changes in the product, technology, and healthcare and payments landscape
• Have proven knowledge and success with issue management
• Have demonstrated experience with issues of significant customer impact and managing resolution of issues with various levels of teams from multiple organizations
• Possess strong written and verbal communication skills and have a proven track record of being committed to delivering outstanding customer service while contributing to continuous customer satisfaction
• Are proficient in English language in a business environment

CSGer Perks & Benefits:

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

  #LI Remote

Please submit your application at csgi.com/careers. Applications will be accepted for at least 5 days from original posting date.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduati