Carlos Salazar

Product Support Analyst - External Service Desk @CSG

Miami, FL, US

Report directly to the Senior Manager of the Service Desk to manage initial customer inquiries and incidents.• Handle lower complexity external call types, create initial tickets, and resolve basic issues on the first call.• Maintain communication with customers regarding ongoing incidents, ensuring timely updates and resolution for customer satisfaction.• Record detailed incident information in the tracking system, including descriptions, customer details, affected products/services, business impacts, workflows, and severity levels.• Escalate incidents to higher-level support teams when necessary, ensuring proper resolution.• Collaborate with internal teams to assist in troubleshooting and incident resolution.• Capture and document initial triage information to facilitate further research by specialized teams.• Coordinate with customers to confirm service restoration and resolution.

Florida International University

Bachelor of Applied Science - BASc

Florida International University

Bachelor of Arts - BA