Technical Support Analyst
Core
Triage, troubleshoot, and resolve technical support tickets for ServiceChannel SaaS products including APIs, EasyPay, FSM, and Data Direct.
Role type
Technical Support Analyst
Builds
Customer resolutions and support documentation for ServiceChannel platform services
Domain
SaaS / Industrial Technology
Deliverable
client delivery
Required skills
Zendesk, API troubleshooting, root cause analysis, SLA management, technical documentation, trend analysis
Preferred skills
SaaS product knowledge, customer-facing communication, cross-functional collaboration
Technologies
Zendesk, Jira, Confluence, Slack, Microsoft Teams, Excel, SharePoint
Responsibilities
Receive and manage support tickets; troubleshoot customer-reported issues using API docs and logs; perform root cause analysis; communicate with customers to guide resolution; escalate defects to engineering; build and maintain knowledge articles; identify support trends to recommend process improvements.
Seniority
Mid-level, hands-on IC