Associate Technical Customer Support

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6 days ago

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Fortive

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Enterprise • Healthcare Insurance

Fortive is a global industrial technology company that specializes in delivering advanced healthcare solutions, intelligent operating solutions, and precision technologies. With a team of 18,000 employees, Fortive works on solving tough technical challenges, empowering safer, smarter, and more efficient industrial operations. The company emphasizes sustainability, integrity, and continuous improvement, striving for a future that's stronger, safer, and smarter. Fortive has been recognized as one of America's Most Responsible Companies, demonstrating its commitment to positive social and environmental impact.

10,000+ employees

Founded 2016

🏢 Enterprise

⚕️ Healthcare Insurance

💰 Post-IPO Equity on 2020-03

📋 Description

• Manage a dynamic queue of support inquiries and requests. • Diagnose and resolve technical issues, determining whether they are system or user-related. • Escalate complex issues to senior support personnel when needed. • Communicate with customers via multiple channels (ticketing system, phone, email, web meetings, and live chat). • Focus on real-time support through live chat and phone. • Troubleshoot and debug qualified system issues; analyze root causes and document findings. • Collaborate with the Product team to categorize issues and support software release processes. • Maintain accurate documentation in the Intelex Knowledge Base. • Ensure timely resolution of customer requests within service level agreements. • Identify opportunities for product and process improvements based on customer feedback. • Build and maintain deep knowledge of Intelex products and applications.

🎯 Requirements

• Strong problem-solving and analytical skills. • Excellent written and verbal communication; ability to explain technical concepts to non-technical audiences. • High attention to detail and ability to prioritize in a fast-paced environment. • Positive attitude and commitment to delivering outstanding customer service. • Understanding of Environmental, Health, Safety, or Quality domains (nice-to-have). • Bilingual proficiency (nice-to-have). • Familiarity with web-based application architectures and object-oriented design principles (nice-to-have). • Basic knowledge of programming languages (ASP.NET, XML, JavaScript) and database languages (SQL, T-SQL). • Proficiency with Microsoft Office and common support tools. • Experience in web application support or quality assurance is an asset.

🏖️ Benefits

• Competitive salary and performance-based incentives. • Comprehensive health, dental, and vision benefits. • Flexible work arrangements (remote options available). • Paid time off and company holidays. • Professional development opportunities and access to learning resources. • Inclusive, collaborative culture that values diversity and innovation.