You will report to the Service Desk Director to contribute toward being in direct contact with the customer and serving as an important part of the Service Desk while answering questions, creating initial tickets, and facilitating the initial call from external customer inquiries or incidents.
You will work with external Vendors involved with an incident resolution for the customer and internally with all departments that need to be involved with client incident resolution on any hardware, network, or software outages or questions related to CSG products.
Maintain contact with the customer on incidents retained by the analyst, communicating status, and resolution to ensure customer satisfaction while interpreting and translating technical terminology.
Gather incident details and record them in the tracking system, including incident description and customer information, a component of the product or services affected, busi...