Onsite Support Analyst

ServiceChannel is seeking an Onsite Support Analyst to serve as a dedicated embedded resource supporting our strategic partnership with Walmart at their global headquarters in Bentonville AR. This is a full-time on-location role requiring presence at Walmarts Bentonville facility during core business hours (8am 6pm CST Monday through Friday).

What Youll Do

• Serve as the primary onsite point of contact for Walmarts facilities and operations teams delivering white-glove support and ensuring a best-in-class experience with ServiceChannels platform.

• Troubleshoot API-related support requests including inbound and outbound calls using tools such as Postman Swagger Explorer or Fiddler working with internal teams to resolve issues quickly and accurately.

• Monitor and manage inbound support requests through the help desk platform prioritizing and escalating critical issues as appropriate.

• Deliver training and guidance to Walmart staff and service providers on ServiceChannel applications partnering with internal teams on training development and ongoing enablement needs.

• Provide regular feedback and insight to internal teams on client needs identifying patterns best practices and recommended solutions to continuously improve support quality.

• Support the Premium Support Consultant and Senior Customer Success Manager on special projects and ongoing client initiatives.

What Youll Bring

• Experience in a customer-facing software support or SaaS customer success role ideally within facilities management or a related industry.

• Foundational knowledge of API concepts XML JSON REST SOAP or demonstrated ability and eagerness to develop technical skills quickly.

• Strong attention to detail with the ability to accurately capture and document information in real time while managing live conversations.

• Clear professional written and verbal communication skills in English.

• A collaborative team-oriented mindset balanced with the ability to work independently in a client environment.

• Comfort with ambiguity and a track record of adapting quickly to new tools processes and feedback.

• A bachelors or associates degree is preferred but equivalent experience will be considered.