Technical Support Analyst - Tier 1

Description
The Technical Support Analyst consistently delivers a personal, respectful, and helpful support experience by utilizing product and domain expertise, internal tools, and teamwork.
Essential Duties & Responsibilities:

• Actively assist with Provation’s customer call center
• Correctly identify, replicate and thoroughly document issues for efficient case management and case data trending
• Provide exceptional customer support to all Provation customers
• Field customer interactions via phone and email
• Other duties and projects as assigned
• Maintain professional friendly approach with customers
• Own assigned customer requests
• Provide remote technical and application support to a wide variety of healthcare professionals
• Listen to customer’s needs and take appropriate measures to assist them
• Maintain a professional demeanor under pressure
• Manage multiple support requests, prioritizing where necessary to ensure customer needs are being met
• Thorough documentation is required
• Ensure Service Level Agreements are being met
• Actively participate in a rotating 24/7 on-call pager support
• Foster teamwork and collaboration across all teams
• Share knowledge through internal knowledge base articles
• Create and manage cases in Salesforce.com
• Own the customer experience by providing technical assistance, quality product and technical solutions to customers

Job Requirements:
Education & Experience

• Experience in the healthcare industry is a plus
• Software troubleshooting techniques
• Two-year or four-year college degree or equivalent work experience
• Computer operating systems
• 2+ years of previous customer support experience is preferred
• 2+ years of working knowledge for:
• Some experience with Oracle, SQL, Computer Sciences, HL7 interfaces is a plus

Other Knowledge, Skills, Abilities or Certifications:

• Strong technical aptitude
• Participation in knowledge share through established knowledge management system (KMS) is a plus
• Experience working within premise-based product model is a plus
• Must be able to work independently while actively supporting a strong team environment
• Excellent interpersonal skills
• Energized by the challenge of identifying new opportunities
• Excellent written and oral communications skills
• Experience in Salesforce or another customer relationship management system (CRM) is a plus

The salary range for this position is $38,700-$71,900.
Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge; skills; experience; and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and several programs that provide for both paid and unpaid time away from work.
About Fortive
Fortive is a provider of essential technologies for connected workflow solutions across a range of attractive end-markets. We hold leading positions in advanced healthcare solutions, intelligent operating solutions, and precision technologies. Our company is headquartered in Everett, Washington and employs a team of more than 17,000 research and development, manufacturing, sales, distribution, service, and administrative employees in more than 50 countries around the world.
Our shared purpose is to create essential technology for the people who accelerate progress. Our innovations keep the world moving forward. We work together to accelerate the pace of progress and to make a difference.
About Provation:
Provation is a leading provider of healthcare software and SaaS solutions for clinical productivity, care coordination, quality reporting, and billing. Our purpose is to empower providers to deliver quality healthcare for all. Provation’s comprehensive portfolio spans the entire patient encounter, from pre-procedure through post-procedure, with solutions for physician and nursing documentation (Provation® MD, Provation® Apex, MD-Reports, Provation® endoPRO®, and Provation® MultiCaregiver), anesthesia documentation (#1 Best in KLAS Provation® iPro), patient engagement, surgical care coordination, quality reporting, and billing capture (Provation® SurgicalValet™), order set and care plan management (Provation® Order Set Advisor™ and Provation® Care Plans), and EHR embedded clinical documentation (Provation® Clinic Note). Provation has a loyal customer base, serving more than 5,000 hospitals, surgery centers, and medical offices, and 700 physician groups globally, including 19 of the top 20 U.S. hospitals. In 2021, Provation was acquired by Fortive Corporation, a Fortune 1000 company that builds essential technology and accelerates transformation in high-impact fields like workplace safety, engineering, and healthcare. For more information about our solutions, visit provationmedical.com and follow us on Twitter, Facebook, and LinkedIn.
Our purpose at Provation is to empower providers to deliver quality healthcare for all. To deliver on this commitment, we’re guided by our core values –
Provation has a culture of CARES:

• Accountability - We own it and get it done with integrity.
• Service - We are passionate about putting customers first.
• Excellence - We welcome new ideas as we innovate quality solutions.
• Community -We have a shared sense of improving healthcare, enriching the broader world we live in and serve.
• Respect - We build diverse teams that collaborate and communicate with positive intent and trust.

The Fortive Promise - For you. For us. For growth.

• We believe in growth. We are honest about what’s working and what isn’t, and we work hard to innovate and improve. With a passionate focus on our markets and our customers, we learn and grow together to make a difference in the world.
• We believe in us. We believe in the power of great people working together to innovate and solve problems no one could solve alone. We build enduring partnerships with our customers and take on their challenges and opportunities as our own.
• We believe in you. We believe in your potential—your ability to learn, grow and make an impact. And we believe in giving you the opportunity, accountability, and visibility to do just that.

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.
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 process should ask to speak with a Human Resources representative to request an accommodation.