Premium Support Consultant

ServiceChannel; United States; On-site; USD 51,000 - 86,000; Full time

Job summary

ServiceChannel is seeking a Premium Support Consultant (PSC) to work with designated Clients, guiding them to success with our products and platforms, serving as a primary contact for assistance, troubleshooting, and escalation to the Support Team.

You will provide premier support, lead Analyst Team in supporting client, identify training opportunities, and collaborate with Success Manager, Account Manager, Support & Training Managers to create ad hoc Product Training for clients that aligns

Qualifications

• Bachelor’s Degree or equivalent work experience required.
• 1-2 years facility maintenance knowledge and CMMS administration preferred.
• Strong written and spoken English with attention to detail.
• Ability to work remotely and collaborate with cross-functional teams.
• Reliable, punctual, and customer-focused with problem-solving skills.

Responsibilities

• Provide premier support to assigned clients and act as escalation point.
• Lead Analyst Team in supporting client and identifying training opportunities.
• Assist with business processes and guide through best practices.
• Notify relevant managers of leads and potential issues.
• Identify system issues, bottlenecks, and recurring product problems.
• Collaborate with Success, Account, Support and Training Managers on training.

Skills

English Proficiency

Attention to Detail

Efficiency

Experience

Education

Attendance & Punctuality

Teamwork

Comfort with Remote Work

Education

Bachelor’s Degree or equivalent work experience

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.

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care. We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating. Fortive: For you, for us, for growth.

About ServiceChannel

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services. In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey! We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail].

Pay Range

The salary range for this position (in local currency) is 51,300.00 - 85,700.00

ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services. In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey! We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail].

The salary range for this position (in local currency) is 51,300.00 - 85,700.00