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
Hardware • Other • Software • Appliances • Industrial • Manufacturing
Triage, investigate, and resolve customer technical support tickets for ServiceChannel products (APIs, EasyPay, FSM, Data Direct). Communicate with customers, perform root cause analysis, escalate defects to Engineering/Product, maintain documentation and SLAs, and identify trends to reduce recurring incidents.
Top Skills:
APIsConfluenceData DirectEasypayExcelFsmJIRAMS OfficeMicrosoft TeamsServicechannel.ComSharepointSlackSupport Monitoring ToolsSwaggerZendesk
Hardware • Other • Software • Appliances • Industrial • Manufacturing
Administer and optimize Zendesk and related integrations; manage workforce planning, forecasting, scheduling and intraday operations; build dashboards and reports; monitor contact centre KPIs; provide analysis and staffing recommendations to improve service levels and customer outcomes.
Top Skills:
CRMExcelFive9Genesys CloudNice CxonePower BISQLTableauTelephonyWfmZendeskZendesk Explore
Cloud • Information Technology • Software
Provide technical support for Binary Stream products: create and manage support tickets, reproduce and troubleshoot customer issues, liaise with Development for defects, maintain communication, and contribute to support process improvements and coaching.
Top Skills:
APIsExcelMicrosoft Dynamics 365 Business CentralMicrosoft Dynamics NavPower BIPowerPointSdlcSQLWord
What you need to know about the Chennai Tech Scene
To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
