[Hiring] Product Support Specialist @Fortive

Role Description

The Product Support Specialist will act as the support resource for Censis clients to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients using CensiTrac products. This includes handling any customer CensiTrac issues and documenting all communications until case resolution.

• Serve as the main point of contact for internal and external customers to resolve outstanding technical and application issues, stay in sync with customer requests, and respond to client inquiries regarding the support of CensiTrac.
• Independently solve and research complex technical and application-related customer inquiries by phone and email.
• Facilitate the customer concern to higher tiers.
• Coordinate with clients and appropriate internal departments to ensure clients are properly serviced.
• Develop and maintain an in-depth understanding of the CensiTrac product suite.
• Participate in (after-hours) on-call rotation.
• Support applicable hardware related to CensiTrac (ex. printers, interfaces, scanners).
• Participate in process-improvement projects in the Technical Support department.

Qualifications

• Associates or bachelor’s degree in related area or equivalent experience.
• 1-3 years of customer support, SaaS preferred.
• Proficient in the use of Microsoft Office products.
• Excellent presentation, writing, organizational, analytical, and problem-solving skills.
• Experience using Zendesk, Salesforce, ServiceCloud or similar application preferred.
• This role must support the Central or Eastern Time Zone.

Requirements

• Customer obsessed with a dedicated team player attitude.
• Hands-on approach and “can-do” demeanor.
• Excellent communicator with telephone etiquette.
• Good interpersonal and listening skills.
• Highly analytical, data-driven, conclusive, organized, focused, strategic, practical, creative, and innovative.
• Strong problem-solving skills and the ability to multi-task.

Travel

• Position is remote but must be able to travel on-site to client locations 2-3 times/year.

Company Description

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.

• Global industrial technology innovator with a startup spirit.
• Forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies.
• Diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth.
• Use the proven Fortive Business System (FBS) to accelerate positive impact.