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 transparent 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

Main

📌 Technical Support Analyst (India)
🏢 ServiceChannel
📍 India