Technical Support Specialist I

The Technical Support Specialist I will act as the support resource for Censis clients 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 and documenting all communications until case resolution.
Specific Responsibilities:
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 the customer concern to higher tiers
Coordinate with clients, Client Managers, and appropriate departments to ensure clients are properly serviced, documentation is properly completed, and all operational arrangements are in place to service the client base
Develop and maintain an in-depth understanding of the CensiTrac product suite
Participate in on-call rotation
Support applicable hardware related to CensiTrac
Cross-train in other Censis Technologies software platforms
Participate in process-improvement projects in the IT department
Monitor interdepartmental case queues
One to three years of software support
Proficient in the use of Microsoft Office products
Excellent presentation, writing, organizational, analytical, and problem-solving skills
Experience using SalesForce, ServiceCloud or similar application preferred
Interpersonal Skills / Characteristics:
The Technical Support Specialist I must be a dedicated leader with a “hands-on” approach and “can-do” demeanor. This person will be an excellent communicator 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 and the ability to multi-task are a must.
Education:
Associates or bachelor’s degree in related area or equivalent experience
Fortive is a diversified industrial growth company comprised of global businesses that are recognized leaders in attractive markets. With more than $6 billion in annual revenues, Fortive’s well-known brands hold leading positions in field instrumentation, healthcare, transportation, sensing, product realization, automation and specialty, and franchise distribution.
Fortive is headquartered in Everett, Washington and employs a team of more than 24,000 research and development, manufacturing, sales, distribution, service and administrative employees in more than 40 countries around the world. Our team grows by tackling challenges that accelerate progress and further their careers. With a culture rooted in continuous improvement, the core of our company’s operating model is the Fortive Business System. For more information please visit: www.fortive.com .
Censis Technologies based in Franklin, Tenn., is the industry leader in surgical instrument and asset management software. Censis offers multiple solutions, including CensiTrac, which is a highly advanced, web-based software system focused on maximizing OR throughput and regulatory compliance. Censis Technologies’ software is deployed in hundreds of hospitals in the United States, Canada, and Australia.
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 process should ask to speak with a Human Resources representative to request an accommodation.
National: The hourly range for this position is $15.96 - $29.62
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.