Product Support Specialist

Censis Technologies, Inc.; United States; Remote; USD 35,000 - 67,000; Full time

Job summary

Censis Technologies, Inc. is seeking a Product Support Specialist to provide excellent customer service and technical support for CensiTrac products. This remote position requires strong communication and problem-solving skills, along with a degree in a related field and experience in customer support. Join a company that values diversity and innovation in enhancing healthcare solutions.

Benefits

Eligible for bonus

Qualifications

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

Responsibilities

• Serve as the main point of contact for technical and application issues.
• Research and resolve complex technical inquiries via phone and email.
• Coordinate with clients and internal teams for service delivery.

Skills

Communication

Problem Solving

Analytical Skills

Organizational Skills

Education

Associate’s or bachelor’s degree in a related field

Tools

Zendesk

Salesforce

ServiceCloud

Microsoft Office

Job description

Join to apply for the Product Support Specialist role at Censis Technologies, Inc.

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 customer issues and documenting all communications until case resolution.

Responsibilities

1. Serve as the main point of contact for internal and external customers to resolve technical and application issues, staying in sync with customer requests and responding to inquiries regarding CensiTrac support.
2. Research and resolve complex technical and application-related customer inquiries via phone and email.
3. Escalate customer concerns to higher tiers when necessary.
4. Coordinate with clients and internal teams to ensure proper service delivery.
5. Develop and maintain a thorough understanding of the CensiTrac product suite.
6. Participate in (after-hours) on-call rotation.
7. Support hardware related to CensiTrac (e.g., printers, interfaces, scanners).
8. Contribute to process improvement projects within the Technical Support department.

Qualifications

1. Associate’s or bachelor’s degree in a related field or equivalent experience.
2. 1-3 years of customer support experience, preferably in SaaS.
3. Proficiency with Microsoft Office products.
4. Excellent communication, organizational, analytical, and problem-solving skills.
5. Experience with Zendesk, Salesforce, ServiceCloud, or similar applications is preferred.

Interpersonal Skills / Characteristics

1. Customer-obsessed, team-oriented, with a proactive, positive attitude.
2. Strong communicator with good telephone etiquette and interpersonal skills.
3. Highly analytical, organized, strategic, creative, and innovative with excellent problem-solving abilities and multitasking skills.

Travel

• This is a remote position; occasional on-site visits (2-3 times/year) may be required.

Company Overview

Fortive’s technology enhances safety, health, and industrial applications worldwide. We foster a diverse, inclusive culture focused on growth, innovation, and solving global challenges with disruptive technologies.

About Censis

Censis pioneers surgical asset management systems, setting standards in the sterile processing industry to improve operational efficiency and compliance. We invest in technology, education, and support to empower healthcare providers.

Equal Opportunity Statement

We are committed to diversity and inclusion, providing reasonable accommodations for applicants with disabilities. Contact us at [e-mail] for assistance.

Compensation & Benefits

This position is eligible for a bonus. Salary range: 35,700.00 - 66,300.00 (local currency).