[Hiring] Customer Support Specialist @Fortive

Role Description

The right candidate is results-driven, organized, and self-motivated with a strong desire to help clients have the best experience when contacting us for support.

Job Purpose:

• Supports all internal and external users on Gordian’s in-house systems.
• Provides clear answers to product and billing questions.
• Asks the correct troubleshooting questions to quickly identify solutions for presented problems.
• Assists in directing users to the correct resource to address client’s needs.
• Ensures excellent service standards and maintains high customer satisfaction.

Job Responsibilities:

• Provides support to customers via phone, email, chat, and online help channels.
• Answers clients' basic, general questions about products and orders.
• Assists with billing and invoice issues, such as payments, refunds, order replacements, and cancellations.
• Provides general how-to guidance and user information with company software products.
• Provides troubleshooting assistance for errors or issues with company software products.
• Logs customer contacts into the ticketing system for handling, tracking, and follow-up of customer issues.
• Responds to customers in a timely and efficient manner within designated service level agreements.
• Assists in identifying areas of improvement for clients and user training of supported software and programs.
• Assists in improving system performance by identifying problems and recommending changes.
• Requires good interpersonal and customer service skills.
• Must be able to work in a multi-task environment with limited supervision.
• Must be able to sit for extended periods of time.
• Must be able to work rotating shifts.

Qualifications

• Previous call center/customer support center experience preferred.
• Requires good written and oral communication skills.
• Problem Solving and Conflict Resolution.
• Ability to multi-task, prioritize, and manage time effectively.
• Proficient in Microsoft Office products, including Word, Excel, and SharePoint.
• Ability to learn and provide support to software at a rapid pace.
• Experience with Salesforce and other software applicable to day-to-day tasks.

Requirements

• Customer Obsessed: Understand customer needs and proactively communicate with excellent verbal and written communication delivering solutions.
• Relationship Management: Ability and willingness to develop and utilize a range of productive relationships both inside and outside the team to further organization objectives.
• Critical Thinking: Understand problems and ask the right questions to distill/simplify complex scenarios.
• Innovation: Generate effective new approaches & solutions to enhance the customers’ experience and solve practical problems.
• Adaptability: Ability to effectively prioritize and proactively respond to customer needs.
• Process Improvement: Experience collecting, analyzing, and summarizing data for internal and external customers for driving continuous improvement through analytics.
• Drive for Results: Self-motivated to exceed objectives as defined on time.
• Growth Mindset: Understand the importance of persistence and determination to overcome obstacles, and adapt learning styles.

Benefits

• Excellent benefits package including medical, dental, vision, life and LTD insurance.
• Health Savings Account (HSA).
• 401(k) retirement plan.

Company Description

Gordian is the world’s leading provider of facility and construction cost data, software, and services for all phases of the building lifecycle. A pioneer of Job Order Contracting (JOC), Gordian’s offerings also include our proprietary RSMeans data and Sightlines Facility Intelligence solutions.

Gordian is a part of the international business group Fortive, with 26,000 people employed worldwide.