Product Support Specialist

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

💝 Customer Support

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Fortive

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

🏢 Enterprise

⚕️ Healthcare Insurance

💰 Post-IPO Equity on 2020-03

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.

📋 Description

• Act as the support resource for Censis clients to ensure resolution and client satisfaction on support and technical issues. • Provide 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.

🎯 Requirements

• 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 • Customer obsessed, a dedicated team player, 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 are a must.

🏖️ Benefits

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