Support Analyst
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Job Location:
Monthly Salary:
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Description
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 12 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
Required Experience:
IC
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
About Company
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 d ... View more
