Product Support Analyst I

Round 1: Aptitude & Logical Reasoning Test → Round 2: Technical/Domain Interview (product support, CRM, payment concepts) → Round 3: HR Interview (culture fit, motivations)

CSG fosters a collaborative environment where employees are encouraged to share ideas and take ownership of projects. The company emphasizes work‑life balance with flexible remote options and provides clear career progression paths through regular performance reviews and skill‑upgradation programs.

CSG’s interview process typically starts with a timed aptitude test followed by a technical interview focused on customer support scenarios, payment terminology, and CRM usage. The final HR round assesses cultural fit, communication skills, and motivation. Candidates find the rounds moderate in difficulty; thorough preparation on fintech basics and clear articulation of past support experiences help greatly.

Bachelor’s degree in any discipline (Engineering, Commerce, Arts, Science) with a minimum aggregate of 60%; 1‑3 years of experience in a customer service or support environment; strong communication skills in English; no backlogs at the time of joining; freshers with relevant internships are also encouraged to apply.

CSG (formerly Computer Services Group) is a global technology and services company that has been enabling businesses to deliver seamless customer experiences for more than four decades. Headquartered in the United States with a strong presence in India, CSG offers a portfolio of cloud‑based platforms, analytics, and payment solutions that power some of the world’s most recognizable brands. The company’s culture is built around three guiding principles – Impact, Integrity and Inspiration – and it actively promotes diversity, inclusion and continuous learning through employee belonging groups and robust mentorship programs. The role of Product Support Analyst I is an entry‑to‑mid‑level position that sits at the front line of CSG’s customer‑facing operations. As a Product Support Analyst, you will be the first point of contact for merchants, resellers and ISO partners who call in with queries ranging from transaction research and funding issues to billing disputes and PCI‑compliance guidance. You will also handle email requests, generate approval letters, and assist with technical troubleshooting such as password resets, browser compatibility problems, and settlement re‑populations. The position offers a blend of customer service, basic technical support, and cross‑functional coordination, making it an ideal launchpad for a career in fintech support or operations. **Key Responsibilities** 1. Answer inbound calls from external customers (merchants, resellers, ISO’s) and resolve queries related to transactions, funding, processing, billing, and limits. 2. Perform transaction research, ACH fee investigations, and check‑verify requests. 3. Provide basic technical support – password resets, browser compatibility, software troubleshooting, and settlement re‑pop. 4. Distribute department‑specific requests to the appropriate internal teams and act as a liaison between customers and operations. 5. Create and manage trouble tickets, ensuring timely escalation and follow‑up. 6. Assist customers with PCI‑compliance guidance and documentation. 7. Draft and send approval letters, email responses, and other customer communications. 8. Participate in product and service training to build a mid‑level understanding within the first 6‑12 months. 9. Meet performance and quality metrics set by supervisors within the first 90 days. 10. Contribute to continuous improvement by suggesting process enhancements based on customer feedback. **Tech Stack & Tools**: CRM platforms (e.g., Salesforce), ticketing systems (ServiceNow or internal tools), Microsoft Office Suite, basic networking concepts, Windows OS, and familiarity with payment processing terminology. **Growth Path**: Successful analysts can progress to Senior Analyst, Team Lead, or specialize into Product Management, Operations Management, or Technical Support Engineering roles within CSG’s expansive global network. **Why Join CSG?** CSG offers a hybrid/remote work model, comprehensive health benefits, paid vacation, and a culture that values diversity and employee well‑being. The company’s commitment to learning through mentorship, employee resource groups, and regular upskilling sessions ensures that fresh talent can quickly acquire industry‑relevant expertise while contributing to high‑impact projects that shape the future of digital payments.