Technical Support Analyst

Role Responsibilities

• Receive, triage, and manage assigned technical support tickets through Zendesk
• for ServiceChannel products including APIs, EasyPay, FSM, Data Direct, and related
• platform services
• Monitor assigned ticket queues, prioritize inbound requests as directed by
• Support Queue owner, and ensure timely updates are provided to customers,
• internal stakeholders, and management
• Troubleshoot customer-reported issues using available documentation, API
• swagger documentation, product knowledge, system tools, logs, support history,
• and internal knowledge resources
• Perform initial investigation and root cause analysis to determine whether issues
• are customer-side, configuration-related, product-related, integration-related, or
• require escalation
• Communicate directly with customers via email and meetings to clarify issues,
• provide status updates, explain next steps, and guide them through resolution
• where applicable
• Advise customers and internal teams on product updates, known issues,
• configuration changes, process changes, and recommended troubleshooting steps
• Collaborate with ServiceChannel Support, Professional Services, Customer
• Success, Product, Engineering, and Management teams to resolve complex or
• recurring issues
• Escalate defects, system errors, recurring failures, and product gaps to
• Engineering or Product teams with clear documentation, supporting evidence,
• business impact, and reproduction steps
• Build, maintain, and improve internal knowledge articles, troubleshooting guides,
• support playbooks, and process documentation for ServiceChannel team members
• Identify trends and patterns across APIs, EasyPay, FSM, Data Direct, and other
• product support cases to help management understand recurring issues, customer