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, ...