CSG Hiring 2026: Product Support Analyst I | India Remote (Job ID 32236)

Company: CSG Systems International, Inc.
Job Title: Product Support Analyst I
Job Requisition ID: 32236
Employment Type: Full-Time
Experience Level: 1 to 3 Years (Customer Support / Product Support)
Recruiter Contact: Arpana D.R.
Location: India Remote (Work from Home)

CSG Systems International is a NASDAQ-listed global leader in revenue management, customer engagement, and digital payment solutions. For over 40 years, CSG’s technologies have helped telecom operators, financial institutions, and global enterprises automate billing, streamline payment processing, and optimize customer interactions.

The Product Support Analyst I position is an entry-to-mid-level customer and technical support role based 100% remotely in India. In this role, you will serve as the frontline support link for external business clients—including merchants, independent sales organizations (ISOs), and resellers—resolving operational, transaction, and basic software issues related to CSG’s payment gateway and merchant services platforms.

• Merchant & Payment Operations Support: Handle inbound phone calls and electronic requests from merchants, ISOs, and resellers regarding payment processing, Automated Clearing House (ACH) fees, transaction research, check verification, and funding inquiries.
• Account & Administrative Requests: Process limit increase requests, IP address whitelist updates, billing inquiries, settlement re-pops, and customer approval letters.
• Technical & Software Troubleshooting: Provide Tier-1 technical support, including password resets, software troubleshooting, browser compatibility checks, and platform navigation guidance.
• Compliance & Security Guidance: Assist merchants with PCI-DSS compliance requirements and secure payment gateway procedures.
• Ticketing & Departmental Liaison: Create, track, and escalate trouble tickets using CRM systems, acting as an operational bridge between external clients and internal engineering/operations departments.

Academic Background

• Degree: Bachelor’s degree in any discipline or equivalent practical experience.

Experience & Essential Skills

• Experience Level: 1 to 3 years of experience in a customer service, technical helpdesk, or product support environment.
• Domain Knowledge: Basic understanding of CRM systems, ticketing workflows, and payment gateway/merchant processing concepts.
• Soft Skills: Strong verbal and written English communication, active listening, and soft skills required to maintain high customer satisfaction scores (CSAT).
• Adaptability: Willingness to undergo side-by-side call shadowing, product training, and reach mid-level product proficiency within 6 to 12 months.

• Estimated Starting Salary: ₹4.0 LPA to ₹6.5 LPA (CTC), depending on prior customer support experience and domain familiarity with payment processing/fintech.
• Corporate Benefits:
  • 100% Remote Work: Complete flexibility to work from home anywhere in India.
  • Medical, Dental, and Vision Healthcare Coverage.
  • Paid Vacation, Volunteer Time Off, and Public Holidays.
  • Employee Belonging Groups and structured learning/upskilling platforms.

1. Profile Screening & Resume Shortlisting (Job ID: 32236)
   (Evaluation of 1–3 years support experience, remote readiness, & communication skills)
   ↓
2. Recruiter Initial Screening Call (with Arpana D.R. / Talent Acquisition)
   (Discussion on work background, soft skills, shift flexibility, & salary expectations)
   ↓
3. Technical & Behavioral Support Interview
   (Scenario-based questions on customer handling, payment gateway concepts, & CRM ticketing)
   ↓
4. Managerial / Quality Standard Discussion
   (Assessment of problem-solving approach,Soft skills evaluation, & performance metrics focus)
   ↓
5. HR Onboarding & Offer Rollout

• Payment & Merchant Concepts: Basics of ACH payments, credit card processing lifecycles, chargebacks, settlements, and PCI-DSS compliance standards.
• Customer Support Scenarios: Handling irate clients, managing call hold times, de-escalation techniques, and structured problem troubleshooting.
• CRM & Ticketing Tools: Familiarity with ticketing lifecycles (Incident creation, priority assignment, SLA tracking, and resolution documentation).

• Customer & Product Support: Product Support Analyst, Merchant Services, Customer Service, Inbound Support, Issue Resolution, Escalation Management
• Fintech & Payment Operations: ACH Inquiries, Payment Processing, Transaction Research, Billing Inquiries, PCI Compliance, Settlement Re-pop, IP Whitelisting
• Tools & Methods: CRM Systems, Trouble Ticketing, Software Troubleshooting, Tier-1 Tech Support, SLA Management, Customer Satisfaction (CSAT)
• Soft Skills: Active Listening, Soft Skills, De-escalation, Cross-Department Liaison, Remote Work Efficiency

1. What is the Job Requisition ID for this role?

The official CSG job requisition ID is 32236.

2. Is this job fully remote in India?

Yes, the position is listed under India Remote (Work from Home).

3. What experience level is required?

CSG is looking for candidates with 1 to 3 years of experience in customer service or technical product support.

4. What domain knowledge is helpful for this role?

Experience or basic understanding of payment processing, merchant gateways, ACH transfers, and CRM systems provides a significant advantage.