Support Analyst
Core
Respond to inbound support requests via help desk platforms, phone, email, or chat to resolve issues related to software, hardware, or system usage for ServiceChannel applications.
Role type
Support Analyst
Builds
ServiceChannel applications for retail, restaurant, grocery, and other brick-and-mortar location operations
Domain
SaaS / IT Support
Deliverable
client delivery
Required skills
Zendesk, JIRA, Teams/Sharepoint, ServiceChannel applications, general IT troubleshooting, analytical thinking, attention to detail
Preferred skills
experience in call center or SaaS environment
Technologies
Zendesk, JIRA, Slack, Teams, Sharepoint
Responsibilities
Respond to inbound support requests via help desk platforms, phone, email, or chat; Provide baseline training and guidance to clients and providers on ServiceChannel applications; Identify system issues, document and report them to the Development Team, and escalate unresolved or complex cases; Maintain accurate records of support interactions, document solutions, and contribute to the knowledge base
Seniority
Junior to Mid-level, hands-on IC