Hi, I'm Martha Garces, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. Follow with the L1 technical support activities of CSG’s postproduction by learning and understanding the technical issues with customers. Responsible to document any type of activities for customer ticket management, customer escalations, SLA requirements and customer reporting activities. We are looking for an intern who will:* Assist in troubleshooting and analysis on L1 call types, with a focus on learning and understanding the issues * Review and update the escalation procedures including pulling together internal and external bridges for additional triage as needed * Assist L1 team managing external customer incidents for the entire lifecycle of the incident \- regardless of priority * Identify incident details and records those details in the tracking system – including: incident description and customer information, component of the product or services affected, business impacts, workflow and subsequent severity level * Escalates internally customer incidents when unable to resolve within the L1\. * Maintains customer maintenance details and support contracts * Follow up on support issues, which include liaising with both the customer as well as Level 2 and Business Operation team. * Ensure compliance with SLAs and OLAs Key Outputs \& Accountabilities* Basic troubleshooting skills * Works within defined objectives using internal procedures * Work is performed under direction/supervision of L1 team members * Work is reviewed regularly Desired Skills \& Experience* Works well within a team environment * Able to communicate effectively to convey and clarify information * Good written and verbal communication skills * Able to communicate in English (Fluent) and Spanish * Good knowledge of Microsoft Office * To be graduated within next 6 months in related to IT area Technical Requirements (will be an advantage)* Unix/Linux skills * SQL Skills * Database Skills Location(s): CO.Bogota.Office 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 \+1 (402\) 431\-7440 or email us at accommodations@csgi.com. 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.