Product Support Specialist

Accruent; United States; Remote; USD 35,000 - 67,000; Full time

Job summary

A leading company in healthcare technology seeks a Technical Support Specialist to provide exceptional customer service and technical support for CensiTrac products. The role involves resolving client issues, maintaining product knowledge, and participating in process improvements. Ideal candidates will have strong analytical and problem-solving skills, with a dedication to customer satisfaction.

Benefits

Eligible for bonus as part of total compensation

Qualifications

• 1-3 years of customer support experience, preferably SaaS.
• Proficient in Microsoft Office products.
• Experience with Zendesk, SalesForce, or similar applications preferred.

Responsibilities

• Serve as the main point of contact for clients to resolve technical issues.
• Independently solve complex customer inquiries via phone and email.
• Participate in on-call rotation and support applicable hardware.

Skills

Customer Service

Problem Solving

Communication

Analytical Skills

Education

Associates or bachelor’s degree in related area

Tools

Microsoft Office

Zendesk

SalesForce

ServiceCloud

Job description

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.

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

Qualifications:

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

Interpersonal Skills / Characteristics:

• The Technical Support Specialist must be customer obsessed, a dedicated team player, and possess a “hands-on” approach and “can-do” demeanor.
• This person will be an excellent communicator with telephone etiquette and possess good interpersonal and listening skills.
• The ideal candidate will be highly analytical, data-driven, conclusive, organized, focused, strategic, practical, creative, and innovative. Strong problem-solving skills and the ability to multi-task are a must.

Travel:

• Position is remote but must be able to travel on-site to client locations 2-3 times/year.

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. 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 groundbreaking sustainability solutions.

We are a diverse team 17,000 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 Censis

Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.

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].

Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.

Pay Range
The salary range for this position (in local currency) is 35,700.00 - 66,300.00