Support Analyst

Overview

Support Analyst role at ServiceChannel, a Fortive company, providing application and technical support to clients and providers using ServiceChannel applications.

What you'll do

• 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.
• Provide baseline training and guidance to clients and providers on ServiceChannel applications.
• Identify system issues, document and report them to the Development Team, and escalate unresolved or complex cases to higher-level support or engineering teams.
• Maintain accurate records of support interactions, document solutions, and contribute to the knowledge base.
• Ensure client satisfaction by delivering prompt, professional, and effective support.

What you'll need

• Strong command of ServiceChannel applications, general IT troubleshooting, and familiarity with help desk platforms.
• Excellent verbal and written communication skills; able to explain technical concepts clearly to non-technical users.
• Analytical thinking and attention to detail; able to diagnose and resolve technical issues efficiently.
• Demonstrated ability to provide high-quality customer support and maintain professionalism under pressure.
• Ability to work independently and collaboratively within a team environment.
• 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.

Details

• Tools and systems used: Slack, JIRA, Teams/SharePoint, Zendesk.