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
• ServiceChannel.com
• EasyPay
• FSM
• Data Direct• Zendesk
• Jira
• Confluence
• Slack
• Microsoft Teams
• Microsoft Office Suite
• SharePoint
• Excel
• Support monitoring tools
• Product documentation and internal knowledge bases
