Enable America Jobs

Support Consultant

The Support Consultant is responsible for providing functional or technical support for Accruent’s Enterprise Solutions and is a point of escalation for support issues. Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve issues.

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.

How you'll make a difference

• Serve as first point of contact (via phone, email, 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.

• Maintain a working knowledge of Accruent-supported products and technologies.

• Work with customer 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.

• Prioritize, research, troubleshoot, and resolve application issues. As needed, identify workarounds and communicate to customers.

• Identify, document, confirm product defects.

• Work with all levels of Support to document resolutions and continually drive first call/first touch resolution.

• Participate in root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems.

• Interact with customers, partners, field teams, and software developers to provide application advice and assistance and define requirements.

• Work to analyze and resolve escalated Support issues.

• Act as functional resource for Software Support Teams.

• Ensure the Support team is proactive in pursuit of new solutions and efficiencies within applications.

• Contribute to documentation of industry best practices.

• 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.

You'll stand out if you

• Excellent verbal and written communication skills to a variety of audiences at different levels and with different backgrounds - In English.

• Works well in a team environment as well as independently.

• Strong troubleshooting and problem solving skills.

• Familiarity with industry best practices.

• Ability to multi-task and prioritize multiple projects/clients simultaneously.

• Highly organized and detail-oriented; strong organizational skills.

• Strong interpersonal and leadership skills.

• Enjoys and excels at problem solving and assisting others.

• Ability to make sound decisions based on customer needs and product knowledge.

Preferred skills/experience

• High school diploma or equivalent required. Bachelor’s degree in related discipline preferred.

• Experience in a software support role or role that required technical troubleshooting.

• Written and spoken multi-lingual skills (German, French and Spanish).

Benefits

• Competitive salary package

• Annual Bonus

• Meal Vouchers - Ticket Refeição

• Life Insurance

• Health and Dental Plan - extended to your partner and children without any discount.

• Mentorship and Leadership Program

Data Protection Policy

The data entered in the selection process form is confidential and stored in a secure environment. We take appropriate technical and administrative measures to protect your data.

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./p>

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.

Fortive: For you, for us, for growth.

This position is also eligible for bonus as part of the total compensation package.