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Customer Success, Technical Support Associate

4 months ago

Pittsburgh, Pennsylvania, United States Fortive Full time
Overview:

The position of Customer Success Associate, Technical Support is based in Pittsburgh, Pennsylvania. This is an entry position with the goal to progress to Customer Success Specialist, Technical Support within six months. The main responsibility of the role is to complete training and under mentorship provide quality support to our customers on issues. The objective is to deliver the best customer service to customers, every transaction, every time

Essential duties and responsibilities:
  • Provide quality telephone and email support with an emphasis on customer service, technical expertise, and timeliness to both non-technical end-users as well as IT (Information Technology) professionals
  • Accurately document customer information and a detailed problem/issue description of all support calls/emails in a CRM system. Supervise open requests and keep requests current and complete
  • Work with other groups and internal teams to assure timely and professional resolution of customer requests
  • Maintain current knowledge of all product offerings and support procedures to deliver accurate solutions to customers
  • Strong written and verbal skills are vital for interacting with customers; ability to speak efficiently; must become comfortable with extensive on-the-phone consultations
  • Requires a high level of attention to detail, outstanding resourcefulness, flexibility, and the ability to work within a team setting

Must be available to work standard shift until 8 pm and work company holidays.

Qualifications - External

QUALIFICATIONS REQUIRED (Non-Negotiable):

  • Technical and troubleshooting proficiency, training, and experience
  • Experience with Microsoft Office products – Outlook, Word, and Excel
  • Excellent verbal and written communication skills along with a customer based focus
  • Knowledge of, or experience with customer service management systems and tools
QUALIFICATIONS PREFERRED (Negotiable):
  • Background in providing customer service and technical support
  • Additional language skills a plus
Educational and/or work experience:
  • Bachelor's degree, Associate degree, or equivalent work experience

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Fortive Corporation Overview

Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.


We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.


We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.


At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.


At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.


At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.


Fortive: For you, for us, for growth.


Ready to move your career forward? Find out more at

The people at Industrial Scientific are committed to ending death on the job by the year 2050, and we need more help. We hire smart, motivated people, give them world-class tools in a supportive environment, and we let them do their job. Our team is highly engaged, creates quality solutions and delivers outstanding customer service. Our leaders understand the critical elements of breakthrough performance: bringing out the best in people; creating a climate of trust, openness and high performance; fostering candor; and treating people fairly and with dignity.

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.