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

impact, and potential process improvements

• Document issue details, customer communications, resolution steps, root cause,

and escalation history clearly within Zendesk, Jira, Confluence, or other applicable

systems

• Maintain SLA response and resolution targets while balancing multiple support

cases across different product areas

• Recommend preventive actions, automation opportunities, documentation

improvements, and operational changes to reduce repeat support incidents

Skill and Qualification Requirements

• English proficiency
• 2+ years of experience in a customer-facing technical support, SaaS support,

application support, implementation support, or product support role

• Strong functional understanding of SaaS products, API documentation, technical

troubleshooting workflows, customer support operations, and escalation

management

• Experience using Zendesk or similar ticketing/support platforms to manage

customer issues, ticket queues, SLAs, and support communications

• Ability to troubleshoot across diverse product areas including API CRUD

operations, payment workflows, FSM activity, reporting/data delivery, user access,

configuration, file processing, and system behavior

• Strong written and verbal communication skills with the ability to explain technical

issues clearly to both technical and non-technical audiences

• Ability to conduct customer-facing meetings, gather requirements, explain

findings, and drive issues toward resolution

• Strong documentation skills with the ability to create repeatable knowledge

articles, troubleshooting guides, internal notes, and escalation summaries

• Analytical mindset with the ability to identify trends, patterns, repeat issues, and

potential product or process gaps

• Ability to prioritize and manage multiple active support cases simultaneously

across different product areas

• Collaborative mindset with the ability to work across Support, Professional

Services, Customer Success, Product, Engineering, and Management teams

Tools and Systems Used

• ServiceChannel.com
• EasyPay
• FSM
• Data Direct
• Zendesk
• Jira
• Confluence
• Slack
• Microsoft Teams
• Microsoft Office Suite
• SharePoint
• Excel
• Support monitoring tools
• Product documentation and internal knowledge bases