Product Support Associate at CSG in Irving, Texas

Posted in Other 4 days ago.

Job Description:

20996 Product Support Associate (Open)

Position Type:

Full time


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Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.


The Product Support Associate is responsible for facilitating the resolution of customer inquiries or problems by answering questions or performing problem isolation, resolution and follow-up through our e-ticketing system or directly via phone with our clients.

Position Details:

  • Serves as the first point of contact for problem-solving on behalf of the client and works with internal teams and resources to identify and communicate resolution to the client.

  • Problem isolation including:

  • Gathering of appropriate problem description and client information

  • Determining the component of the product or services affected

  • Determining severity level

  • Determining business impacts to the client

  • Entering the desired information into the CSG defect tracking system

Shift Days and Hours

  • Sunday & Monday 12:00pm to 9:00pm

  • Tuesday - Thursday 11:00am to 8:00pm

Minimum Requirements

  • Strong customer support experience

  • Ability to adapt and learn quickly.

  • Ability to troubleshoot and make autonomous decisions.

  • Ability to work with computers.

Preferred Skills

  • Previous service desk experience

  • Experience with any ticketing system like Jira, Remedy

  • Help Desk, NOC or other client-facing troubleshooting experience preferred

Knowledge, Skills, & Experience

  • Experience in Microsoft Office and OS products

  • Demonstrated strong communication and interpersonal skills.

  • Ability to work effectively and efficiently in a fast-paced, ever-changing, team environment.

  • Ability to troubleshoot technical situations and thoroughly document all relevant details.

  • Ability to regularly multi-task and prioritize tasks and responsibilities.


  • High School Diploma or GED required; Associates degree or higher preferred



CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please view:

This role is eligible for a bonus opportunity.
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