Technical Customer Support Specialist
Job title: Technical Customer Support Specialist in Greenville, SC at Fortive
Company: Fortive
Job description: Job Description:Gordian is the leading provider of Building Intelligence™ Solutions, delivering unrivaled insights, robust technology, and comprehensive expertise that fuel customers’ success during every phase of the building lifecycle. Gordian created Job Order Contracting (JOC) and the industry-standard RSMeans Data, empowering organizations to optimize capital investments, improve project performance, and minimize long-term operating expenses.This role supports all internal and external users on Gordian’s in-house systems by providing clear answers to product and billing questions, asking the correct troubleshooting questions to quickly identify solutions for presented problems, or assisting in directing users to the correct resource to address client needs. The target is to act as the direct link between Gordian and its existing and potential customers, ensuring excellent service standards, efficient responses to customer inquiries, and maintaining high customer satisfaction.Job Responsibilities
- Provide support to customers via phone, email, chat, and online help channels
- Answer basic, general questions about products and orders
- Assist with billing and invoice issues, such as payments, refunds, order replacements, and cancellations
- Provide general how-to guidance and user information with company software products
- Troubleshoot errors or issues with company software products, including identifying issues, researching answers, and elevating to the next level of support for resolution when required
- Log customer contacts into a ticketing system for handling, tracking, and follow-up of customer issues and needs
- Respond to customers in a timely and efficient manner within designated service level agreements
- Assist in identifying areas of improvement for client and user training of supported software and programs
- Help improve system performance by identifying problems and recommending changes
- Maintain good interpersonal and customer service skills
- Work in a multi-task environment with limited supervision
- Work rotating shifts
- Previous call center/customer support center experience preferred
- Good written and oral communication skills
- Critical-thinking and conflict resolution skills
- Ability to multi-task, prioritize, and manage time effectively
- Proficiency in Microsoft Office products, including Word, Excel, and SharePoint
- Ability to learn and provide support to software at a rapid pace
- Experience with Salesforce and other software applicable to day-to-day tasks
- Customer Obsessed: Understand customer needs and proactively communicate with excellent verbal and written communication delivering solutions
- Relationship Management: Ability and willingness to develop and utilize a range of productive relationships both inside and outside the team to further organization objectives
- Critical Thinking: Understand problems and ask the right questions to distill/simplify complex scenarios
- Innovation: Generate effective new approaches and solutions to enhance the customer experience and solve practical problems
- Adaptability: Effectively prioritize and proactively respond to customer needs
- Process Improvement: Experience collecting, analyzing, and summarizing data for internal and external customers, driving continuous improvement through analytics
- Drive for Results: Self-motivated to exceed objectives as defined on time
- Growth Mindset: Understand the importance of persistence and determination to overcome obstacles, and adapt learning styles