About this role.
This role supports Censis clients using CensiTrac products, resolving technical and application issues via phone and email. The specialist independently troubleshoots complex problems, coordinates with internal teams, and participates in an after-hours on-call rotation. Requires 1-3 years of customer support experience, preferably in SaaS, and proficiency with Microsoft Office and CRM tools like Zendesk. The position is remote with occasional travel (2-3 times/year) and emphasizes a customer-centric, analytical approach. The company, Fortive, values growth and innovation within a dynamic culture.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
3/5Autonomy Level
3/5Communication Load
4/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Product Support Specialist position at Censis. With over 2 years of experience in SaaS technical support, I have honed my skills in troubleshooting complex issues and delivering exceptional customer service. My proficiency with Zendesk and Salesforce, combined with a strong analytical mindset, makes me well-suited to resolve client inquiries efficiently.
In my previous role, I successfully managed a high volume of support tickets while maintaining a 95% customer satisfaction rate. I thrive in collaborative environments and am adept at coordinating with cross-functional teams to ensure seamless resolution. I am particularly drawn to Censis's mission of empowering healthcare providers through innovative technology.
I look forward to the opportunity to contribute to your team and uphold the standards of excellence at Fortive. Thank you for considering my application.
Sincerely,
[Your Name]
Sample interview questions
I remained calm and empathetic, actively listened to their concerns, and assured them I would find a solution. I systematically troubleshooted the issue, kept them updated, and escalated when necessary. After resolution, I followed up to ensure satisfaction.
I assess the impact and urgency of each issue, using a triage system. Critical system outages take precedence, followed by high-impact functionality issues. I communicate timelines with customers and adjust as needed.
I have extensive experience with Zendesk, where I used macros and automation to streamline responses for common issues. I also utilized reporting features to identify recurring problems and suggested product improvements.
I would proactively communicate with the customer, explaining the steps being taken and providing a revised timeline. I'd also involve senior team members if needed and ensure the customer feels supported throughout.
I plan my schedule to accommodate on-call duties, ensuring I have designated rest periods. I set clear boundaries and communicate availability with my team. I view on-call as a critical part of support and approach it with a professional mindset.
Description
Act as the support resource for Censis clients to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients using CensiTrac products. This includes handling any customer CensiTrac issues and documenting all communications until case resolution.
Responsibilities:
- Serve as the main point of contact for internal and external customers to resolve outstanding technical and application issues, stay in sync with customer requests, and respond to client inquiries regarding the support of CensiTrac
- Independently solve and research complex technical and application-related customer inquiries by phone and email
- Facilitate the customer concern to higher tiers
- Coordinate with clients and appropriate internal departments to ensure clients are properly serviced
- Develop and maintain an in-depth understanding of the CensiTrac product suite
- Participate in (after-hours) on-call rotation
- Support applicable hardware related to CensiTrac (ex. printers, interfaces, scanners)
- Participate in process-improvement projects in the Technical Support department
Qualifications:
- Associates or bachelor’s degree in related area or equivalent experience
- 1-3 years of customer support, SaaS preferred
- Proficient in the use of Microsoft Office products
- Excellent presentation, writing, organizational, analytical, and problem-solving skills
- Experience using Zendesk, SalesForce, ServiceCloud or similar application preferred
Interpersonal Skills / Characteristics:
- The Technical Support Specialist must be customer obsessed, a dedicated team player, and possess a “hands-on” approach and “can-do” demeanor.
- This person will be an excellent communicator with telephone etiquette and possess good interpersonal and listening skills.
- The ideal candidate will be highly analytical, data-driven, conclusive, organized, focused, strategic, practical, creative, and innovative. Strong problem-solving skills and the ability to multi-task are a must.
Travel:
- Position is remote but must be able to travel on-site to client locations 2-3 times/year.
Fortive Corporation Overview
Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 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.
About Censis
Censis, the first company to engineer a surgical asset management system that tracks down to the instrument and patient levels, has continually set the standards for the sterile processing industry.From the beginning, Censis has recognized the vital connection between perioperative innovation and efficiency, unparalleled customer care and improved operational performance. By continuing to invest in technology, ease of integration, education and support, Censis provides solutions that empower hospitals and healthcare providers to stay compliant and ahead of healthcare’s rapidly changing environment. With Censis, you’re positioned to start ahead and stay ahead, no matter what the future holds.
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.
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.
Pay Range
The salary range for this position (in local currency) is 43,200.00 – 64,800.00
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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