The Senior 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 CensiTrac products. This includes handling any customer CensiTrac issues, documenting all communications until case resolution, and being a reliable team leader capable of providing product knowledge and innovating on current processes. 

 PRIMARY RESPONSIBILITIES –  

Develop and maintain an expert level understanding of the CensiTrac product suite   Facilitate and participate in process-improvement projects in the Technical Support department   Monitor and assist Product Support Leadership in overseeing case queues to ensure SLAs and team KPIs are consistently met   Support the Product Support Specialist role by providing product knowledge, mentorship, and guidance on internal processes   Serve as the main point of contact for internal and external customers to resolve outstanding technical and application issues, stay in sync with customer requests, and respond to client inquiries regarding the support of CensiTrac   Independently solve and research complex technical and application-related customer inquiries by phone and email   Facilitate customer concerns to higher tiers   Coordinate with clients and appropriate internal departments to ensure clients are properly serviced   Participate in (after-hours) on-call rotation   Support applicable hardware related to CensiTrac (ex. printers, interfaces, scanners)  

  

REQUIREMENTS/QUALIFICATIONS  

Two to five years of customer support, SaaS preferred   Proficient in the use of Microsoft Office products   Excellent presentation, writing, organizational, analytical, and problem-solving skills   Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred   

 

Other Skills 

The Senior Product Support Specialist must be independently driven, a dedicated leader, and possess a “hands-on” approach and “can-do” demeanor. This person will be an excellent communicator and motivator with telephone etiquette and possess good interpersonal and listening skills. The ideal candidate will be highly analytical, data-driven, conclusive, organized, focused, strategic, practical, creative, and innovative. Strong problem-solving skills, the ability to multi-task, and a passion for self-growth are a must.   

 

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.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.