Onsite Support Analyst

Fortive • Bentonville, AR

6d • Onsite

About The Position

ServiceChannel is seeking an Onsite Support Analyst to serve as a dedicated, embedded resource supporting our strategic partnership with Walmart at their global headquarters in Bentonville, AR. This is a full-time, on-location role requiring presence at Walmart's Bentonville facility during core business hours (8am – 6pm CST, Monday through Friday). The Onsite Support Analyst must be able to travel to the Walmart facility in Bentonville at least twice per week (Monday – Friday).

Requirements

• Experience in a customer-facing software support or SaaS customer success role, ideally within facilities management or a related industry.
• Foundational knowledge of API concepts — XML, JSON, REST, SOAP — or demonstrated ability and eagerness to develop technical skills quickly.
• Strong attention to detail, with the ability to accurately capture and document information in real time while managing live conversations.
• Clear, professional written and verbal communication skills in English.
• A collaborative, team-oriented mindset balanced with the ability to work independently in a client environment.
• Comfort with ambiguity and a track record of adapting quickly to new tools, processes, and feedback.

Nice To Haves

• A bachelor's or associate's degree is preferred, but equivalent experience will be considered.

Responsibilities

• Serve as the primary onsite point of contact for Walmart's facilities and operations teams, delivering white-glove support and ensuring a best-in-class experience with ServiceChannel's platform.
• Troubleshoot API-related support requests, including inbound and outbound calls, using tools such as Postman, Swagger Explorer, or Fiddler — working with internal teams to resolve issues quickly and accurately.
• Monitor and manage inbound support requests through the help desk platform, prioritizing and escalating critical issues as appropriate.
• Deliver training and guidance to Walmart staff and service providers on ServiceChannel applications, partnering with internal teams on training development and ongoing enablement needs.
• Provide regular feedback and insight to internal teams on client needs, identifying patterns, best practices, and recommended solutions to continuously improve support quality.
• Support the Premium Support Consultant and Senior Customer Success Manager on special projects and ongoing client initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree