Job Description
Operating Company
Accruent
Job Function
Customer Support
Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you. About Accruent At Accruent (a subsidiary or affiliate of Fortive Corporation), we strive to be on the cutting edge of the software world, providing purpose-built intelligent solutions that raise customer expectations, shift paradigms and transform the way businesses operate and achieve success.We aim to provide the same transformational growth for our 1,000+ employees which includes a vibrant office culture in major cities like Austin, London, and Amsterdam – and 10,000 customers in more than 150 countries – we know you’ll gain new experiences along the way. In our continued effort to help our teams Grow Without Limits, we provide all employees with the resources, coaching and support they need to reach new heights and experience true professional and personal development – and we do this because we believe it will help us grow as a global company in return.Every person can bring something incredible to the table, and we can always achieve more together. So, if you are courageous, adaptable, collaborative and interested in becoming the best you, we encourage you to join us for the ride – even if you don’t believe you have the exact experience to fill a particular role.Explore the path. Join Accruent. “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 applyassistance@fortive.com. “
Pay Range
The hourly range for this position (in local currency) is $21/hr - $23/hr.
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.
The Support Associate position provides exceptional customer service to help sustain and improve the use of Accruent’s Enterprise Solutions. This will be accomplished by timely delivery of services, successful identification and resolution of issues or service requests, and through interactive customer communication.
Responsibilities include working with the customer to troubleshoot, document, and resolve software or technical problems.
The ideal candidate will be highly motivated and have a passion for software, technology, customers, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, Accruent may be a fit for you!
This position reports directly to the Manager, Support and is a remote work opportunity. The hours for this role are M-F 11am-7pm CST.
Essential Duties and Responsibilities:
· Serve as first point of contact (via phone, e-mail, and web-based support portal) for Accruent’s customers regarding software and technical issues
· Maintain detailed records of all internal and external customer interactions
· Follow support processes and incident response procedures
· Work with customers to clearly identify problems and apply the appropriate solution
· Escalate high priority issues to senior support staff and cross functional teams as necessary to determine and address the root cause of issues
· Duties and technical issues may sometimes require extended work hours, including weekends and holidays
· Consistently demonstrate Accruent’s values: Customer Obsessed, Strategic, Courageous, Innovate for Impact, Inspiring, Build Extraordinary Teams, Deliver Results, Adaptable and Lead with FBS
· Complete other duties as assigned by Accruent management
Knowledge, Skills & Abilities:
· Excellent verbal and written communication skills.
· Works well in a team environment as well as independently.
· Customer-centric attitude.
· Enjoys and excels at problem solving and assisting others.
· Ability to multi-task and prioritize.
· Highly organized and detail-oriented; strong organizational skills.
· Ability to make sound decisions based on customer needs and product knowledge.
· Self-motivated and able to work under pressure.
· Professional attitude.
· Ability to learn and master new software applications.
· Excellent telephone and call management skills.
· Ability to diplomatically deal with angry/irate clients.
Desired Skills/Experience:
· High school diploma or equivalent required.
· Prior experience in software support role or role that required technical troubleshooting.
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.
