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

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

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential - your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About ServiceChannel

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

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