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Job Description

Date

Location

Job Title

Sep 25, 2009

Houston, TX

Customer Service Analyst (Tier 2 Supt Analyst)

Requirements

- Provide 2nd level phone/email support to internal/external clients to research technical issues and gather technical details to solve client's issues
- Address issues from Premier support clients within the time period specified on their SLA
- Contact Premium Support clients of outages and update them according to SLA requirements until service is restored
- Perform initial code debugging, troubleshoot application, trace process logic
- Work with the internal project managers and applications development teams to restore services and/or identify and correct technical problems.
-Provide assistance and support to Tier 1 Support Analysts
- Ability to understand business issues and troubleshootuser problems to resolve operating difficulties
- Recommend system modifications to reduce technical issues
- Monitor error logs, system generated errors, system activity, urgent alerts, process loads
- SME: Custom integrations, web functionality & debugging, custom setups, admin
- Research and resolve connectivity issues with external clients and assist PM's with connectivity issues with clients during connectivity testing
- Write adhoc reports and queries for internal/external clients
- Billing, monthly reports, billing analysis
- Assist production clients with testing issues as time permits
- Documentation

Experience
- Minimum 2 years development experience and working knowledge in the following languages/programs: Transact-SQL, XML, MS Access and Visual Basic 6
- Experience working with various cmmunication and file transfer methods
- Strong analytical skills, good judgement, proven problem solving abilities
- Solid organizational/management skills, exceptional communication and client skills, written and oral, strong customer service focus, team oriented
- Development experience with XSLT, ASP, Visual Basic.NET is a plus
- Mortgage/Real Estate industry experience is a plus

CSC’s U.S. business units take affirmative action to seek, employ and retain the most qualified people in all of our business units; to provide equal opportunity for all aspects of employment including training, education and promotions; and to conduct these and all company-sponsored activities in a manner that will not unlawfully discriminate against any person because of race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age over 40, disability or U.S. veteran status.

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