Support Analyst

**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, ...