Job Information
Fortive Corporation Support Analyst in Reading, United Kingdom
Position Overview
As part of the Intelex Support Team, the Support Analyst is responsible for providing application technical support to Intelex’s customers. Key responsibilities include analysis, debugging and resolution of issues that customers have with the Intelex software.
Responsibilities and Deliverables
Manages a fast-paced queue of support inquiries and requests.
Assesses support inquiries to identify whether issues are system or user related.
Communicates with customers through the Intelex ticketing system as well as over the phone and/or email to optimize issue resolution.
Troubleshoots and debugs qualified system issues.
Investigates and analyses the root cause of qualified system issues.
Categorizes, and documents qualified system issues for the Research and Development Department.
Ensures customer requests are acknowledged and resolved within service level agreement times.
Keeps customers up to date on cases pending confirmation when applicable.
Works closely with various departments to ensure solution resolution and excellent customer service.
Acquires, maintains and applies detailed knowledge of Intelex’s product and applications.
Identifies and documents opportunities for improvement based on customer suggestions.
Works closely with Research and Development and the Quality Assurance teams to move issues through the software release process.
Maintains a consistent number of open / closed tickets and customer satisfaction scores.
Organizational Alignment
- Reports to the Manager, Support.
Qualifications
Skills & Work Traits
Required:
Strong problem solving skills with ability to analyse and make an educated decision.
Strong written and verbal skills; including the ability to present technical issues to a non-technical audience.
Results driven with a proven ability to project a positive attitude.
Excellent prioritisation and organisation skills and excellent communication skills.
Understanding of Environmental, Health, Safety or Quality is considered an asset.
Bilingualism is considered an asset.
Technical Competencies
Required:
Solid understanding of web-based application architectures.
Knowledge of object-oriented design principles.
Preferred:
- Understanding in application programming languages (ASP.NET, XML, Java Script), database languages (SQL, T-SQL), Microsoft office, screen capture, and time tracking tools.
Experience
Required:
- Minimum 1-3 years of web application, technical support, or quality assurance experience.
Education
Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience.
An MCSE certification is an asset.
Other Requirements
Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification
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 17,000 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 Intelex
Since 1992, Intelex Technologies, ULC. is a global leader in the development and support of software solutions for Environment, Health, Safety and Quality (EHSQ) programs. Our scalable, web-based software provides clients with unprecedented flexibility in managing, tracking and reporting on essential corporate information. Intelex software easily integrates with common ERP systems like SAP and PeopleSoft creating a seamless solution for enterprise-wide information management. Intelex’s friendly, knowledgeable staff ensures our almost 1400 clients and over 3.5 million users from companies across the globe get the most out of our groundbreaking, user-friendly software solutions. Visit www.intelex.com to learn more.
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.
This position is also eligible for bonus as part of the total compensation package.
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.