Implementations and Professional Services support

Roles and Responsibilities:

eInvoice Data Feed and Integration Support

• Receive and triage Professional Services support inquiries from internal teams or clients related to eInvoice integrations data feeds and authentication errors.
• Troubleshoot and resolve common eInvoice specification issues including rejected invoice files and transmission failures.
• Investigate and correct file-processing issuessuch as missing files delayed jobs and incomplete or failed runsby reviewing logs directories and schedules.
• Analyze and resolve Single Sign-On (SSO) problems including token failures metadata mismatches and user authentication errors.
• Review and troubleshoot Data Feed and API file transfers determining whether issues originate on the customer side integration side or system side.
• Collaborate with Professional Services Support and DevOps teams to escalate system defects configuration inconsistencies or recurring data-flow issues.
• Documentation Communication & SLA Management
• Document each issue resolution and root cause clearly in Jira for visibility to Support CSMs Project Managers and Senior Project Managers.
• Communicate resolution steps and outcomes to the Support Team or CSM ensuring updates are reflected in project documentation.
• Maintain SLA-based response and resolution targets for Professional Services support tickets.
• Identify recurring issues and recommend preventive process or automation improvements to reduce repeated incidents.
• ServiceChannel Configuration & Data Management
• Receive project documentation (locations notes assets users and roles) from the Project Manager or Senior Project Manager and prepare data for upload to ServiceChannel.
• Create and manage configurations in the ServiceChannel platformvia UI or data templatesincluding:
• Locations and location notes
• Asset types and assets
• Trades categories and priorities
• Statuses and GL codes
• Configure and load Preventive Maintenance (PM) services and frequencies using templates or UI-based methods.
• Validate and correct template data to ensure accurate loading and alignment with project requirements.
• Troubleshoot and resolve data-load or configuration errors by reviewing logs reconciling discrepancies and applying corrective fixes.
• Exercise sound judgment to independently resolve template data or UI issues without recurring escalation to the Project Manager.
• Work Order Management & Reporting
• Support work-order remapping efforts by updating existing work orders when trades categories or priorities are updated.
• Provide load results logs and configuration status updates to the Project Manager after each update cycle.
• Maintain version control and complete documentation for all configuration activities.
• Cross-Functional Collaboration
• Partner with Project Managers Senior Project Managers and other team members to ensure project timelines dependencies and deliverables are consistently met.

Skill and Qualification Requirements:

• English proficiency
• Strong functional understanding of SaaS integrations and basic troubleshooting methodologies
• 2 years in a customer-facing technical or support role focused on integrations APIs or data feeds
• Familiarity with eInvoice file structures (CSV XML JSON) and ability to read or validate logs
• Experience troubleshooting Single Sign-On configurations (SAML SCIM Okta Azure AD)
• Advanced Excel and file validation skills
• Excellent attention to detail and documentation practices
• Strong written and verbal communication skills
• Ability to prioritize and manage multiple support cases simultaneously
• CRM or ticketing system experience
• Collaborative mindset with ability to work in a distributed global team

Tools and Systems Used:

• Excel
• QuickBase / Internal project tracker
• Slack
• Microsoft Suite & Teams
• Zendesk
• Sharepoint
• Confluence / Jira
• Log or File Monitoring Tools - AWS S3