Sr. Product Support Specialist

Censis Technologies, Inc.; San Francisco (CA); On-site; USD 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a dedicated Sr. Product Support Specialist to provide exceptional support to clients and internal stakeholders. In this role, you will leverage your expertise in the CensiTrac product suite to resolve customer issues efficiently while ensuring adherence to service level agreements. Your strong communication and problem-solving skills will be essential as you mentor fellow specialists and contribute to process improvement projects. Join a dynamic team committed to client satisfaction and be part of a company that values diversity and inclusion in the workplace.

Qualifications

• 2-5 years in customer support, preferably in SaaS.
• Proficient in CensiTrac in an SPD environment.

Responsibilities

• Resolve customer tickets swiftly with product proficiency.
• Monitor case queues to meet SLAs and KPIs.

Skills

Customer Support

Communication Skills

Problem-Solving Skills

Organizational Skills

SaaS Experience

Tools

CensiTrac

Microsoft Office

Zendesk

Salesforce

Job description

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

The Sr. Product Support Specialist acts as the support resource for Censis clients and internal stakeholders to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients using Censis portfolio of products. Responsibilities include handling customer issues with empathy, documenting all communications, and providing product knowledge and process improvements.

Responsibilities

1. Swift resolution of customer tickets with proficiency in product and workflow
2. Proficient in CensiTrac and all add-on modules
3. Support critical customers, maintaining SLA adherence and CSAT
4. Support and understand SPD workflow
5. Develop expertise in CensiTrac product suite
6. Participate in process-improvement projects
7. Monitor case queues to ensure SLAs and KPIs are met
8. Mentor and support other Product Support Specialists
9. Serve as main contact for internal and external customer issues
10. Research and resolve complex technical inquiries
11. Coordinate with clients and internal teams
12. Participate in after-hours on-call rotation
13. Support hardware related to CensiTrac

Qualifications

• 2-5 years in customer support, SaaS preferred
• 2-5 years using CensiTrac in an SPD environment
• Proficient in Microsoft Office
• Excellent communication, organizational, and problem-solving skills
• Experience with Zendesk, Salesforce, or similar
• Independent, motivated leader with strong interpersonal skills

Fortive Corporation is an equal opportunity employer committed to diversity and inclusion. We offer a bonus and a pay range of $28-$35/hr. We support reasonable accommodations for applicants with disabilities.