Position Overview 

 As part of the Intelex Support Team, the Associate Support Analyst is responsible for providing application technical support to Intelex’s customers.  Key responsibilities include analysis, debugging and resolution of issues that customers have with the Intelex software. 

Responsibilities and Deliverables 

Manages a fast-paced queue of support inquiries and requests.  Assesses support inquiries to identify whether issues are system or user related.  Escalates issues to senior support personnel when a resolution cannot be found.  Communicates with customers through multiple channels (ticketing system, phone, web meeting, e-mail, and / or live chat) to optimize issue resolution.  Focuses on supporting customers through live chat and phone submissions.  Troubleshoots and debugs qualified system issues.  Investigates and analyzes the root cause of qualified system issues.  Categorizes and documents qualified system issues for the Intelex Product team.  Ensures customer requests are acknowledged and resolved within service level targets.  Keeps customers up to date on cases pending confirmation when applicable.  Works closely with various departments to ensure solution resolution and excellent customer service.  Acquires, maintains and applies detailed knowledge of Intelex’s product and applications.  Identifies and documents opportunities for improvement based on customer suggestions.  Works closely with the Intelex Product team to move issues through the software release process.  Maintains a consistent number of open / closed tickets and customer satisfaction scores.  Identifies and documents opportunities for improvement based on customer suggestions.  Creates and maintains documentation within the Intelex Knowledge Base. 

Organizational Alignment - Reports to the Team Lead, Support 

Qualifications: 

Skills & Work Traits 

Strong problem-solving skills with the ability to analyze and make an educated decision.  Strong written and verbal skills; including the ability to present technical issues to a non-technical audience.  Results driven with a high attention to detail.  Excellent communication skills with a proven ability to project a positive attitude.  Excellent prioritization, organization, and time management skills.  Understanding of Environmental, Health, Safety or Quality is considered an asset.  Bilingualism is considered an asset. 

Technical Competencies 

Understanding in application programming languages (ASP.NET, XML, JavaScript), database languages (SQL, T-SQL) is preferred.  Competent with Microsoft Office, screen capture, and time tracking tools.  Knowledge of web-based application architectures.  Knowledge of object-oriented design principles. 

Experience 

Web application, technical support, or quality assurance experience is preferred. 

Education 

Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent experience is preferred.  An MCSE certification is an asset. 

 

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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 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.

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