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, Skilled 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
app

📌 Technical Support Analyst (Bengaluru)
🏢 Fortive
📍 Bengaluru