Premium Support Consultant

Fortive; United States; On-site; USD 60,000 - 85,000; Full time

Job summary

Fortive seeks a Premium Support Consultant to work directly with designated clients, managing their experience and ensuring success with our products and platforms. You will be a primary point of contact for assistance, troubleshooting, and escalation to the Support Team.

In this role, you will provide premier support, lead the Analyst Team, identify training opportunities, guide client usage of the software, and collaborate with account managers and success managers to improve service delivery.

Qualifications

• Excellent spoken and written English; clear communication.
• Attention to detail in documentation and processes.
• Efficient and quick to learn; adapts to feedback.
• 1-2 years in facility maintenance, CMMS administration, customer service or software support.
• Bachelor's degree or equivalent work experience.
• Punctual attendance for scheduled shifts.
• Team-oriented with cross-training and remote communication ability.
• Comfort with remote work and being on camera during meetings.

Responsibilities

• Provide premier support to assigned clients.
• Lead Analyst Team in supporting clients.
• Identify training opportunities and assist business processes.
• Guide clients through best practices and notify relevant managers of leads.
• Identify system issues and bottlenecks; submit bugs to Development.
• Provide instructional aid and back-up to Support Analysts.
• Collaborate to create ad hoc product training for clients.
• Understand how clients use the software for their business.

Skills

English Proficiency

Attention to Detail

Efficiency

Experience

Attendance and Punctuality

Teamwork

Remote Work Comfort

Education

Bachelor's Degree or equivalent

Job description

We are seeking a Premium Support Consultant (PSC) to work directly with designated Clients managing their experience in Support; aiding their clients in being successful with our products and platforms, offering a point of contact for assistance, guidance, troubleshooting, and serving as an escalation point to the Support Team.

Key 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.

Required 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) 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 preferred
• 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.