Support Analyst

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 Service Channel applications
• Issue Identification & Escalation:
  Identify system issues, document and report them to the Development Team, and elevate 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.

• Technical Proficiency:
  Strong command of Service Channel 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 1–2 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

• Slack
• JIRA
• Teams/Sharepoint
• Zendesk

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities.

Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at