RiseMe
LoginSign Up
Fortive logo
Fortive Verified
Industrial Technology, Manufacturing, Software, Healthcare Technology

Product Support Specialist

Remote, United StatesRemoteFull TimeEntry-level (exp-based)Posted 16 days agoHidden Gem · Himalayas

Is this role right for you?

Upload your resume and get a skill-by-skill breakdown — see exactly where you match, where you're close, and what to highlight. Not a mystery percentage.

Get a tailored resume highlighting what this role needs.

Role summary

The Product Support Specialist will serve as the primary support contact for Censis clients, resolving technical and application issues related to CensiTrac products. Responsibilities include handling customer inquiries, documenting issues until resolution, researching complex problems, coordinating with internal teams, and participating in an on-call rotation. The role requires proficiency in Microsoft Office, excellent problem-solving and communication skills, and experience with support applications like Zendesk or Salesforce is preferred. This is a remote position requiring occasional travel to client sites.

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.

Responsibilities:

  • 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

Interpersonal Skills / Characteristics:

  • The Technical Support Specialist must be customer obsessed, a dedicated team player, and possess a “hands-on” approach and “can-do” demeanor. This person will be an excellent communicator with telephone etiquette and possess good interpersonal and listening skills. The ideal candidate will be 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.

Travel:

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

Originally posted on Himalayas

Ready to apply?
You'll be redirected to Fortive's application page.

Similar roles