Technical Support Analyst

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 clear 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

• Maintain SLA response and resolution targets while balancing multiple support

cases across different product areas Recommend preventive actions automation opportunities documentation

improvements and operational changes to reduce repeat support incidents

Skill and Qualification Requirements

• English proficiency

2 years of experience in a customer-facing technical support SaaS support

application support implementation support or product support role

Strong functional understanding of SaaS products API documentation technical

troubleshooting workflows customer support operations and escalation

management

Experience using Zendesk or similar ticketing/support platforms to manage

customer issues ticket queues SLAs and support communications

Ability to troubleshoot across diverse product areas including API CRUD

operations payment workflows FSM activity reporting/data delivery user access

configuration file processing and system behavior

Strong written and verbal communication skills with the ability to explain technical

issues clearly to both technical and non-technical audiences

Ability to conduct customer-facing meetings gather requirements explain

findings and drive issues toward resolution

Strong documentation skills with the ability to create repeatable knowledge

articles troubleshooting guides internal notes and escalation summaries

Analytical mindset with the ability to identify trends patterns repeat issues and

potential product or process gaps

Ability to prioritize and manage multiple active support cases simultaneously

across different product areas

Collaborative mindset with the ability to work across Support Professional

Services Customer Success Product Engineering and Management teams

Tools and Systems Used

EasyPay

FSM

Data Direct Zendesk

Jira

Confluence

Slack

Microsoft Teams

Microsoft Office Suite

SharePoint

Excel

Support monitoring tools

Product documentation and internal knowledge bases