{"id":2473481,"url":"https://alion.io/job/csg-product-support-analyst-i","title":"Product Support Analyst I","company":{"id":1795320,"name":"CSG","domain":"csgi.com","url":"https://alion.io/company/csgi-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Denpasar, Indonesia"],"countries":["ID"],"hiring_countries":["ID"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":6000,"max_usd":17500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":957},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Docker","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-06T00:00:00Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-14T22:33:26Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"What youl'll do:\nWe are looking for a Product Support Analyst I who will:\nAct as a point of contact with our customers.\nMonitor incidents to ensure Service Level Agreement are respected.\nDocument and report unresolved issues to Customers and follow up on them with professionalism.\nFollow up the incidents to Product and Solution owners in Q& internal team to get the resolution based on Customer priority.\nEscalate incidents in time to next level support.\nEstablish excellent communication channels with QA, SDE, and Incident Manager to ensure excellent Customer support.\nWork as one with our global team.\nBe flexible and responsive to fulfilling other duties as required.\nGain a mid-level understanding of products, processes and procedures within the first 6 - 12 months of employment.\nMeet minimum performance expectations provided by the Supervisor and/or Director within the first 90 days.\nMeet minimum expectations for quality standards within the first 90 days.\nConsistently use soft skills on calls to ensure customer satisfaction.\nConsistently show positive progress in quality scores and performance audits.\n\nIs this opportunity right for you? We are looking for candidates who:\nProficiency in English in a business environment\nExperience troubleshooting technical situations and thoroughly documenting all relevant details\n1-2 years of technical experience\nExperience with incident management\nExperience with ITIL\nGood to have experience with SQL and Docker\nUnderstanding of CRM systems and other required software\nLocation(s):\nIndonesia RemoteAccommodation:\nIf 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 . CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.\nOur Guiding Principles:\nImpact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.\nIntegrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect-that’s just who we are.\nInspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.\nOur Story:\nCSG 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.\nBy 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. Learn more about CSG Inclusion & Impact here.","description_format":"text","description_chars":3350,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Indonesia","iso":"ID","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Financial Services","Telecommunications"],"lifecycle":[{"event":"open","at":"2026-10-13T20:34:55Z"}],"visa":[],"liveness":{"score":68,"band":"ok","label":"Likely open","p_open":1,"p_active":0.755,"p_room":0.9,"age_days":9,"expected_fill_days":15,"reasons":["conf:7","velocity","win:mid","comp:junior"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/csg-product-support-analyst-i","json_url":"https://alion.io/job/csg-product-support-analyst-i.json","meta":{"generated_at":"2026-10-15T17:14:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26141,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1795320},"rest":"https://alion.io/mcp/rest/get_company?id=1795320"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcsg-product-support-analyst-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcsg-product-support-analyst-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcsg-product-support-analyst-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/csg-product-support-analyst-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcsg-product-support-analyst-i"}]}