Onsite Support Analyst

ServiceChannel is seeking an Onsite Support Analyst to provide on location services to the Walmart Facilities Team in Bentonville, AR. This role provides a critical connection between ServiceChannel and Walmart's Facilities team and Service Providers, ensuring a deeper understanding and utilization of our products and platforms, as well as superior support and issue resolution.

The Onsite Support Analyst must be able to travel to the Walmart facility in Bentonville at least once per week (Monday – Friday).

Key Responsibilities

• Troubleshoot requests from API customers regarding programming interfaces, including inbound/outbound API’s call using required tools and technologies
• Provide best-in-class onsite customer service and support at Walmart's HQ in Bentonville, AR.
• Monitor requests on the help desk platform, responding quickly and efficiently to inbound support inquiries, ensuring more critical requests are prioritized and escalated as necessary.
• Provide training and guidance to Client and Service Providers on ServiceChannel applications, collaborating with internal cross-functional partners on ongoing training needs, development of new training, and training delivery.
• Assist internal client leads with ongoing requests, providing special project assistance where necessary.
• Provide ongoing feedback and insight to internal teams regarding client needs, identifying best practices and recommended solutions that provide high quality support to client.
• Provide Special Project assistance to the Premium Support Consultant and Senior Customer Success Manager
• This is an on-location position based in Bentonville, AR requiring coverage during core business hours (8am - 6pm CST, Monday through Friday).

Required Skills & Experience

• Willingness to learn about integrations and maintaining APIs.
• Basic skills in XML, XSD, SOAP, RESTful API design and architecture, and JSON data encapsulation, or willingness to learn.
• Experience with REST clients such as Swagger Explorer, Postman, Fiddler, or willingness to learn.
• Experience with the facilities management function and industry, preferably in a customer service and software support role.
• Verbal and written English proficiency, including the ability to easily understand instructions and feedback and to respond fluently and precisely.
• Strong attention to detail. Ability to accurately capture specific pieces of information (details) and the document these details in the written form, while speaking with the caller as well as following processes correctly.
• Ability to quickly learn new tasks and follow direction.
• Adaptive and responsive to feedback and open to updating processes where required.
• Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts.
• Willingness and desire to ask, learn, advance, achieve and engage with other team members to obtain team excellence.
• Strong record of attendance and punctuality. On time attendance to scheduled shifts is required in this role.
• Undergraduate Degree (Bachelor or Associates) preferred, or equivalent experience.

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. 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 groundbreaking sustainability solutions.

We are a diverse team 18,000 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.

Ready to move your career forward? Find out more at careers.fortive.com .
ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors. ServiceChannel is well established, but even after almost 20 years we still retain the spirit of a startup. We are primed for success and we are currently on a high growth trajectory. We are committed to crafting a great product for our customers and an extraordinary work environment for our employees to succeed professionally and personally.

ServiceChannel helps many of your favorite brands manage their brick and mortar facilities. 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 ServiceChannel to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by innovating within data analytics, IOT, and machine learning through our market-leading software and services.

As a brand that is shaping the future of our industry, we only succeed by recruiting and developing the best talent available. This is a team that is driven to do better, emphasizes continuous improvement, acts with integrity and works together to win together.

In 2021, we joined the Fortive group of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive accelerates ServiceChannel’s growth through extraordinary business systems, cross-industry expertise and employee development resources.
We Are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request an accommodation.

Salary : $52,600 - $97,800