Product Support Specialist

Fortive • Franklin, TN

18h • Remote

About The Position

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.

Requirements

• Associates or bachelor’s degree in related area or equivalent experience
• 1-3 years of customer support, SaaS preferred
• 1-3 years Healthcare/SPD experience 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees