Note: The job is a remote job and is open to candidates in USA. Fortive is a global industrial technology company providing software-powered workflow solutions and data-driven intelligence. The Premium Support Consultant works directly with designated clients to manage their support experience, provide guidance and troubleshooting, identify system issues, and coordinate with internal teams on escalations, training, and product improvements.
Responsibilities
- Provide premier support to their assigned clients
- Lead Analyst Team in supporting client
- Identify training opportunities
- Assist with business process
- Guide through best practices
- Notify Account Manager & Customer Success Manager of Leads
- Identify issues with the system
- Locating system bottlenecks and recurring product issues
- Troubleshoot and submit bugs to Development
- Provides Instructional aide and back up to the Support Analysts
- Identify and maintain knowledge of custom process
- Understanding how client uses the software for their business
- Product Training
- Collaborate with Success Manager, Account Manager, Support & Training Managers to create ad hoc Product Training for specified clients that is consistent with our current training process
Skills
- **English Proficiency** - Excellent command in spoken and written English. Can understand with ease what is heard and read, also able to express themselves fluently and precisely
- **Attention to Detail:**Accurately capture specific pieces of information (details) (details) and the ability to document these details in the written form, while speaking with the caller as well as following processes correctly
- **Efficiency**: Able to learn new tasks quickly and follow direction. Receptive to feedback and being adaptive and responsive to updating process
- **Experience**: 1-2 years Facility maintenance knowledge, CMMS (facility maintenance software) administration, customer service and software support experience
- **Education:**Bachelor's Degree or equivalent work experience
- **Attendance and Punctuality:** On time attendance to scheduled shifts is required
- **Teamwork**: While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations and program development efforts. There should be a willingness to ask, learn, advance, achieve and engage with other team members in order to obtain team excellence
- **Comfort with Remote Work**: Comfortable participating on camera during remote meetings
- Preferred
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- LTD insurance
- Health Savings Account (HSA)
- 401(k) retirement plan
- Remote work
Company Overview
Company H1B Sponsorship