Onsite Support Analyst

Fortive•Bentonville, AR

7d•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.