Role Responsibilities
- Application/Technical Support: Respond to inbound support requests via help desk platforms (e.g., Zendesk), phone, email, or chat. Triage and prioritize assistance needed, and resolve issues related to software, hardware, or system usage.
- Training & Guidance: Provide baseline training and guidance to clients and providers on ServiceChannel applications
- Issue Identification & Escalation: Identify system issues, document and report them to the Development Team, and escalate unresolved or complex cases to higher-level support or engineering teams.
- Documentation: Maintain accurate records of support interactions, document solutions, and contribute to the knowledge base.
- Customer Satisfaction: Ensure client satisfaction by delivering prompt, professional, and effective support.
Skill and Qualification Requirements
- Technical Proficiency: Strong command of ServiceChannel applications, general IT troubleshooting, and familiarity with help desk platforms.
- Communication: Excellent verbal and written communication skills; able to explain technical concepts clearly to non-technical users.
- Problem-Solving: Analytical thinking and attention to detail; able to diagnose and resolve technical issues efficiently.
- Customer Service: Demonstrated ability to provide high-quality customer support and maintain professionalism under pressure.
- Teamwork: Ability to work independently and collaboratively within a team environment.
- Experience: Typically requires 1–2 years of experience in a customer service or technical support role, preferably in a call center or SaaS environment.
- Bachelors in Computer Science, IT, Computer Information Systems
Tools and Systems Used
- Slack
- JIRA
- Teams/Sharepoint
- Zendesk
Skills Required
- Strong command of ServiceChannel applications and general IT troubleshooting
- Familiarity with help desk platforms (Zendesk)
- Experience using Slack, JIRA, Microsoft Teams, and SharePoint
- Excellent verbal and written communication skills
- Analytical problem-solving and attention to detail
- Demonstrated high-quality customer service experience
- Ability to work independently and collaboratively within a team
- 1-2 years of experience in customer service or technical support, preferably in a call center or SaaS environment
- Bachelor's degree in Computer Science, IT, or Computer Information Systems
Fortive Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fortive and has not been reviewed or approved by Fortive.
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Parental & Family Support — Parental leave is fully paid for 12 weeks for all parents, with fertility coverage via Progyny and generous adoption/surrogacy support. Backup child and adult care plus inclusive eligibility extend support across diverse family structures.
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Healthcare Strength — Multiple PPO and HSA medical options include telemedicine and second-opinion services, alongside robust mental-health access through Spring Health with no‑cost therapy sessions. The breadth of medical and behavioral health resources is highlighted as a strength.
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Retirement Support — The 401(k) provides a competitive employer match each pay period, with an additional company retirement contribution after one year of service. Financial wellness tools and an employee stock purchase plan further bolster long‑term savings.
Fortive Insights
What We Do
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 18,000 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.
