Sr. Customer Service Analyst

Sr Customer Service AnalystThe 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 issuesPerform in-depth troubleshooting and review on intermediate call types with a focus on resolving issues within the services deskTroubleshoot and resolve advanced complex payment processing problems related to product functionality, configuration, and performanceOwn and manage external customer incidents for the entire lifecycle of the incidentMaintain contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfactionGather 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 levelEscalate customer incidents when unable to resolve within the service deskServe as a resource to and provide SME assistance for Analyst I and partners on intermediate complexity callsAssist with special projects and short-term ad-hoc assignmentsMay serve as a point of contact during major/minor software release periodsIdentify software release related issues and provides release documentation and informationIs this opportunity right for you? We are looking for candidates who:Have a bachelor's degree in business management, Finance Fin Tech or related fieldHave 3-5 years' experience in a client or customer support roleHave experience working with global customers both internal and externalPossess the ability to interpret and translate technical terminologyCan think long-term and align support efforts with business goalsCan quickly adjust to changes in the product, technology, and healthcare and payments landscapeHave proven knowledge and success with issue managementHave demonstrated experience with issues of significant customer impact and managing resolution of issues with various levels of teams from multiple organizationsPossess 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 satisfactionAre proficient in English language in a business environmentCSGer Perks & Benefits:Work from HomeEmployee Belonging GroupsHealthcare: Dental, Medical, and VisionPaid Vacation, Volunteer, and Holiday Time OffAnd so much morePosition Pay Range: $24.62-$39.40This role is eligible for a bonus opportunity.Location(s): US.TX.DFW.Remote United States RemoteAccommodation: If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.Our Guiding Principles:Impact: Always help and empower others, whether they're colleagues or customers. When our employees set their minds to something, great things happen.Integrity: Do what's right for our customers and our people while being authentic. We treat everyone with trust and respectthat's just who we are.Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.Our Story:CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. 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.By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.