Description
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 ap

📌 Technical Support Analyst (Bengaluru)
🏢 Fortive
📍 Bengaluru