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Support Associate

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.

ESSENTIAL DUTIES & RESPONSIBILITIES

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.

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. Bachelor’s degree in related discipline preferred.

Prior experience in a software support role or role that required technical troubleshooting.

Written and spoken English skills.

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.

Fortive: For you, for us, for growth.