Onsite Support Analyst

Fortive

Onsite Support Analyst embedded at Walmart delivering exceptional support for ServiceChannel's platform. Troubleshooting API requests and providing training for Walmart staff, primarily at Bentonville location.

Posted 5/21/2026full-timeBentonville • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SOAP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Benefits

Comp & perks

medical, dental, vision, life and LTD insurance
HSA
401(k) retirement plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

APIXMLJSONRESTSOAP

Soft Skills

attention to detailwritten communicationverbal communicationcollaborationadaptability