Fortive · 2 days ago

Technical Support Analyst

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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Responsibilities

Provide exceptional customer support to all Provation customers

Maintain professional friendly approach with customers

Listen to customer’s needs and take appropriate measures to assist them

Actively assist with Provation’s customer call center

Field customer interactions via phone and email

Create and manage cases in Salesforce.com

Thorough documentation is required

Ensure Service Level Agreements are being met

Own the customer experience by providing technical assistance, quality product and technical solutions to customers

Manage multiple support requests, prioritizing where necessary to ensure customer needs are being met

Correctly identify, replicate and thoroughly document issues for efficient case management and case data trending

Provide remote technical and application support to a wide variety of healthcare professionals

Share knowledge through internal knowledge base articles

Actively participate in a rotating 24/7 on-call pager support

Foster teamwork and collaboration across all teams

Maintain a professional demeanor under pressure

Own assigned customer requests

Other duties and projects as assigned

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support experienceSalesforceSoftware troubleshootingHealthcare industry experienceOracleSQLHL7 interfacesKnowledge management systemPremise-based product model