[Remote] Non-Technical Customer Support P15

Note: The job is a remote job and is open to candidates in USA. Fortive is seeking a Platform Administrator to serve as a trusted advisor and technical administrator for ServiceChannel customers. The role maintains platform configurations, manages users and customer-requested updates, supports platform enhancements, and collaborates with customers and cross-functional teams to optimize adoption and performance.

Responsibilities

• Configure and maintain ServiceChannel platform settings based on customer requirements
• Modify and manage user access, permissions, and administrative settings
• Implement customer-requested updates within approved platform modules
• Maintain dashboard settings, workflows, and issue list configurations
• Serve as the primary point of contact for platform administration requests
• Review customer enhancement requests and collaborate with internal stakeholders to evaluate solutions
• Provide customers with updates on enhancement requests and platform initiatives
• Communicate ServiceChannel system performance issues and platform updates to customers and internal stakeholders
• Partner with Customer Success Managers, Product teams, Support teams, and Facility Coordinators to deliver customer solutions
• Participate in customer meetings related to platform administration and optimization
• Document platform changes and maintain configuration records
• Escalate issues and risks appropriately to leadership and technical teams

Skills

• 2+ years of experience in SaaS administration, customer support, system administration, facility management technology, or related fields
• Experience managing customer-facing technology solutions
• Strong analytical and troubleshooting skills
• Ability to manage multiple priorities and customer requests simultaneously
• Excellent written and verbal communication skills
• Experience working with cross-functional stakeholders
• ServiceChannel platform experience
• Zendesk experience
• Knowledge of facilities management workflows
• Experience with workflow automation and business process optimization
• Experience supporting enterprise customers

Benefits

• Remote work arrangement

Company Overview

Fortive provides the essential technology for the people who create, implement, and accelerate progress. It was founded in 2016, and is headquartered in Everett, Washington, USA, with a workforce of 10001+ employees. Its website is http://www.fortive.com/.

Company H1B Sponsorship

Fortive has a track record of offering H1B sponsorships, with 1 in 2024, 1 in 2022, 4 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.