Support Analyst

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

• Slack
• JIRA 
• Teams/Sharepoint
• Zendesk