Product Support Analyst II

Hi, I'm

Arison Ferreira,

your recruiter and guide to joining CSG We are excited to learn more about you and your unique background.

Notwithstanding the requirements below, if you are driven by challenges and eager to work at the forefront of innovation within a supportive team environment, we encourage you to apply

We are looking for a Product Support Analyst II who will:

• Training, Quality & Performance o Attend customer service trainings on the products and services Forte provides.
• Study and understand the products and services Forte provides.
• Complete side by side training with other agents on incoming calls from customers
• Basic understanding of 's CRM system and other required software o Gain a mid-level understanding of 's products, processes and procedures within first 6 – 12 months of employment
• Meet minimum performance expectations provided by Supervisor and/or Director within first 90 days o Meet minimum expectations for quality standards within first 90 days
• Consistently use soft skills on calls to ensure customer satisfaction o Consistently show positive progress in quality scores and performance audits

Is this opportunity right for you? We are looking for candidates who have:

• Phone Support: Accept incoming phone calls from external customers, such as Merchants, Resellers, and ISOs (Independent Sales Organizations).

• Transaction and Financial Queries: Transaction Research; Funding inquiries; Processing questions; Billing inquiries; ACH inquiries related to fees charged on bank statements;

• Account/Service Requests: Limit Increases; IP Address changes; Check Verify assistance; Transaction research requests; Payment processing requests.
• Compliance and External Support: Provide guidance to merchants to assist with PCI compliance; Assisting with clients' customer inquiries (Tier 3 support).
• Email Communications: Handle requests for Approval Letters; Manage other email-related requests not listed.
• Basic Level 1 Tech Support: Trouble-shooting software; Resetting passwords; Browser compatibility issues.; Re-pop Settlement
• Internal Coordination: Distribute department-specific requests to the applicable departments; Act as a liaison between the customer and various internal operations departments.
• Case Management: Research assigned customer issues; Follow up with a resolution in a timely manner.
• Create trouble tickets to escalate customer issues and follow-up as required. o Other duties as assigned.

Perks & Benefits

• Sulamerica Health
• Sulamerica Dental
• Vidalink
• Food/Meal Voucher
• Child Care Assistance
• Day off: on birthday
• Gympass
• Language assistance
• Digital course platform
• Volunteer time off: 2 days a year

Location(s):

Brazil Remote

Accommodation:

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 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.

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 respect—that'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.

Learn more about CSG Inclusion & Impact here.