Technical Customer Support

Stack

Responsibilities

• ▹Act as the first point of contact for customers and internal users via phone, chat, email and support portal
• ▹Diagnose and resolve common product issues using knowledge base articles, runbooks and standard procedures
• ▹Collect and document key information (issue details, environment, impact, steps to reproduce) for accurate case management
• ▹Log, categorize, prioritize and manage tickets in ITSM/CRM systems (e.g. ServiceNow, Zendesk, Jira Service Management)
• ▹Meet SLAs for response and resolution on low- to medium-complexity cases
• ▹Escalate more complex or high-priority (P1/P2) issues following defined processes
• ▹Guide customers through workarounds, product features and self-service resources
• ▹Contribute to improving internal knowledge base by creating and updating articles
• ▹Monitor ticket queues and ensure timely follow-up through to resolution
• ▹Support customer satisfaction efforts by ensuring surveys are completed and feedback captured

Requirements

• ▹0-2 years of experience in customer support, service desk or product support
• ▹Strong written and verbal communication skills with a customer-first mindset
• ▹Ability to troubleshoot basic technical issues (e.g. web applications, client software)
• ▹Familiarity with ticketing or helpdesk tools
• ▹Strong attention to detail and ability to document information clearly
• ▹Ability to manage multiple tasks and prioritize effectively

Nice to have

• ▹Experience supporting SaaS or software/hardware products
• ▹Exposure to tools such as ServiceNow, Zendesk or Jira Service Management
• ▹Basic understanding of APIs, logs or debugging processes
• ▹Experience working with remote support tools

Soft skills

What we offer

• ▹Competitive salary and performance-based incentives
• ▹Opportunities for career growth into advanced support or technical roles
• ▹Ongoing training and development (technical skills, product knowledge, customer experience)
• ▹Flexible work arrangements (hybrid options where applicable)
• ▹Paid time off and holiday schedule
• ▹Inclusive, supportive team culture focused on learning and collaboration
• ▹Exposure to industry-leading tools and technologies

About the company

Fortive is a global industrial technology innovator with a startup spirit, accelerating transformation in fields like workplace safety, built environments and healthcare. Accruent, a Fortive company, provides solutions for unifying the built environment (real estate, physical and digital assets), serving over 5,000 customers in more than 100 countries from its Austin, Texas headquarters.