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 environment.
Bachelors in Computer Science, IT, Computer Information Systems

Tools and Systems Used

Support Analyst

Job Description