Role Responsibilities

* Application/Technical Support: Respond to inbound support requests via help
desk platforms (e.g., Zendesk), phone, email, or chat. Triage and prioritize
assistance needed, and resolve issues related to software, hardware, or
system usage.
* Training & Guidance: Provide baseline training and guidance to clients and
providers on ServiceChannel applications
* Issue Identification & Escalation: Identify system issues, document and
report them to the Development Team, and escalate unresolved or complex cases
to higher-level support or engineering teams.
* Documentation: Maintain accurate records of support interactions, document
solutions, and contribute to the knowledge base.
* Customer Satisfaction: Ensure client satisfaction by delivering prompt,
professional, and effective support.

Skill and Qualification Requirements

* Technical Proficiency: Strong command of ServiceChannel applications, general
IT troubleshooting,



and familiarity with help desk platforms.
* Communication: Excellent verbal and written communication skills; able to
explain technical concepts clearly to non-technical users.
* Problem-Solving: Analytical thinking and attention to detail; able to
diagnose and resolve technical issues efficiently.
* Customer Service: Demonstrated ability to provide high-quality customer
support and maintain professionalism under pressure.
* Teamwork: Ability to work independently and collaboratively within a team
environment.
* Experience: Typically requires 1–2 years of experience in a customer service
or technical support role, preferably in a call center or SaaS workplace.
* Bachelors in Computer Science, IT, Computer Information Systems

Tools and Systems Used

* Slack
* JIRA
* Teams/Sharepoint
* Zendesk

📌 Support Analyst (Bengaluru)
🏢 Fortive
📍 Bengaluru