Support Analyst

March 28

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Fortive

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Fortive is a global industrial technology company that specializes in delivering advanced healthcare solutions, intelligent operating solutions, and precision technologies. With a team of 18,000 employees, Fortive works on solving tough technical challenges, empowering safer, smarter, and more efficient industrial operations. The company emphasizes sustainability, integrity, and continuous improvement, striving for a future that's stronger, safer, and smarter. Fortive has been recognized as one of America's Most Responsible Companies, demonstrating its commitment to positive social and environmental impact.

Professional Instrumentation • Industrial Technologies • Healthcare Solutions • Precision Technologies • Software-Enabled Workflow Solutions

10,000+ employees

Founded 2016

🏢 Enterprise

⚕️ Healthcare Insurance

💰 Post-IPO Equity on 2020-03

📋 Description

• As part of the Intelex Support Team, the Support Analyst is responsible for providing application technical support to Intelex’s customers. Key responsibilities include analysis, debugging and resolution of issues that customers have with the Intelex software. • This role requires availability during Pacific Time Zone (PT) working hours, from 8:30 AM to 5:00 PM PT (11:30 AM to 8:00 PM Eastern Time), Monday to Friday. • The position can be fully remote or hybrid, depending on the candidate's preferences and proximity to offices in Toronto, Denver, or Pittsburgh. • Manages a fast-paced queue of support inquiries and requests. • Assesses support inquiries to identify whether issues are system or user related. • Communicates with customers through the Intelex ticketing system as well as over the phone and/or email to optimize issue resolution. • Troubleshoots and debugs qualified system issues. • Investigates and analyses the root cause of qualified system issues. • Categorizes, and documents qualified system issues for the Research and Development Department. • Ensures customer requests are acknowledged and resolved within service level agreement times. • Keeps customers up to date on cases pending confirmation when applicable. • Works closely with various departments to ensure solution resolution and excellent customer service. • Acquires, maintains and applies detailed knowledge of Intelex’s product and applications. • Identifies and documents opportunities for improvement based on customer suggestions. • Works closely with Research and Development and the Quality Assurance teams to move issues through the software release process. • Maintains a consistent number of open / closed tickets and customer satisfaction scores.

🎯 Requirements

• Strong problem solving skills with ability to analyse and make an educated decision. • Strong written and verbal skills; including the ability to present technical issues to a non-technical audience. • Results driven with a proven ability to project a positive attitude. • Excellent prioritisation and organisation skills and excellent communication skills. • Understanding of Environmental, Health, Safety or Quality is considered an asset. • Bilingualism is considered an asset. • Solid understanding of web-based application architectures. • Knowledge of object-oriented design principles. • Understanding in application programming languages (ASP.NET, XML, Java Script), database languages (SQL, T-SQL), Microsoft office, screen capture, and time tracking tools. • Minimum 1-3 years of web application, technical support, or quality assurance experience. • Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience. • An MCSE certification is an asset.