Provide first-line application and technical support for ServiceChannel users via Zendesk, phone, email, and chat; triage, document, and escalate issues to development or engineering; deliver training, maintain knowledge base, and ensure customer satisfaction.
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
Similar Jobs
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Provide Workday HCM and Recruiting production support: resolve cases, perform light configurations, run EIB data loads, maintain SOPs, monitor integrations, collect SOX evidence, test changes, and drive process improvements across global stakeholders.
Top Skills:
Ai TechnologiesEibExcelTicketing SystemsWorkday AbsenceWorkday HcmWorkday IntegrationsWorkday RecruitingWorkday Time Tracking
Healthtech
Provide operational support, maintenance, enhancement, and troubleshooting for enterprise content management and information governance applications (Sovera, Datacap, RLDatix, Corepoint). Support system upgrades, integrations, testing, data migration/archiving, metadata mapping, regulatory compliance, and stakeholder communication while assisting senior team members on documentation, QA, and continuous improvement initiatives in a healthcare environment.
Top Skills:
CorepointDatacapDocument ImagingEnterprise Content ManagementHealthcare Integration PlatformsInformation GovernancePatient Safety ReportingRecords ManagementRldatix (Rl6)SoveraWorkflow Automation
Healthtech
Provide sales account support for Stop Loss group accounts: implement and maintain group files, resolve benefit inquiries, coordinate implementations, manage error corrections, support sales cycle tasks, mentor junior colleagues, and manage small-to-medium projects for new business and renewals.
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
