This job was posted by https://illinoisjoblink.illinois.gov : For moreinformation, please see:https://illinoisjoblink.illinois.gov/jobs/11608908 What you\'ll do

　　You will report to the Director of Service Desk to provide superiortechnical support to our external customers such as merchants,resellers, and independent sales organizations (ISOs) as well as ourinternal customers such as coworkers and managersFollow quality standards provided by supervisorsAdhere to SLAs provided for email, trouble tickets, and follow upstandardsAssist with new hire trainingCreate, document, and complete trouble tickets and follow-up withindefined SLAs/KPIs or other metricsHigh-level knowledge of the products and services CSG Forte providesDetailed knowledge of operations, policies, procedures, products,and systemsAssist merchants in troubleshooting issues encountered duringdevelopment, testing and productionPerform problem analysis and recommend/implement solutionsParticipates in conference calls, webinars, and special projects forexisting and potential customers to assist with questions on howintegration can provide assistanceProvide coding and integration support solutionsHandle incoming phone calls, emails, trouble tickets and faxes fromexternal customers related to:Equipment or software troubleshooting Forte\'s products such asWeb Services, Virtual Terminal, Forte Check Verify, AGI, BatchFiles, BillPayit, Secure Web Pay, and moreProcessing questionsTroubleshoot software and hardwareReset passwordsEscalated transaction inquiriesSystem/Product component configuration and setupProduct FunctionalityResearch, diagnose, and resolve customer issues in a timely mannerCommunicate with customers by inquiring to discover the issue,keeping them informed of incident progress, notifying them ofimpending changes, and following up regarding successful resolutionEscalate trouble tickets to the product development team forsoftware bugs and feature requestsAssist and train customers on the use of Forte\'s products as neededHandle after-hours calls on a rotating basisOther duties as assigned.You should have

　　Bachelor\'s degree or equivalent experienceProficiency in English in a business environmentMust be open to shifts between 7:00 am-7:00 pm Central TimeMust be available for rotating on-call supportMust have 4-6 years of Technical Support experience in a softwareenvironmentMust have a working knowledge of Microsoft OfficeKnowledge of one or more of the following: PERL, SQL, PHP, ASP,.NET, C, C#, Python, Javascript, Rest APIMust continually review updates on company products, both on-lineand via manualsMust have a high level of knowledge related to computers, hardware,and softwareMust have ability to thrive in a fast-paced, high-energy workenvironmentHands-on experience with Microsoft Operations Manager or MS-SQLpreferredGeneral knowledge of database administration and system analysisproceduresWho will love this job

　　A trusted team player - you know how to connect and communicatewith your audience(s) around the world and create safe environmentsto voice diverse opinions, foster diversity and belonging and aboveall treat people with respect

　　A growth driver - you have a mindset that anticipates and adaptsto changing needs and can bring partners together to contribute andwork toward a shared vision

　　A game changer - you dream big and push the limits of what\'spossible to improve for yourself and others

　　A leader - you excel leading your own projects and produceimpactful outcomes w ile dedicating time to mentor those around youto help them grow

　　A strategist - you\'re curious and find inventive ways toimplement ideas that lead to business simplification outcomes andsolutions

　　Perks & Benefits

　　Work from Home, in-office, or hybridFlexible Paid Vacation, 2 days of Volunteer Time Off per Year, andHoliday Time OffImmediately vested 5.5% 401(k) matchAnd so much more!View More Benefits

　　If you would like to be considered for employment opportunities withCSG and need special assistance due to a disability or accommodationfor a disability throughout any aspect of the application process,please call us at 1 (402) 431-7440 or email us [email protected]. CSG provides accommodations for personswith disabilities in employment, including during the hiring processand any interview and/or testing processes.Our Story

　　CSG empowers companies to build unforgettable experiences, making iteasier for people and businesses to connect with, use and pay for theservices they value most. For over 40 years, our technologies and peoplehave helped some of the world\'s most recognizable brands s