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Support Analyst at Fortive

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Application Support, Technical Support, Zendesk, Issue Identification, Escalation, Documentation, Customer Satisfaction, IT Troubleshooting, Communication, Problem-Solving, Customer Service, Teamwork, Slack, JIRA, Teams/Sharepoint

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Role Responsibilities * Application/Technical Support: Respond to inbound support requests via help desk platforms (e.g., Zendesk), phone, email, or chat. Triage and prioritize assistance needed, and resolve issues related to software, hardware, or system usage. * Training & Guidance: Provide baseline training and guidance to clients and providers on ServiceChannel applications * Issue Identification & Escalation: Identify system issues, document and report them to the Development Team, and escalate unresolved or complex cases to higher-level support or engineering teams. * Documentation: Maintain accurate records of support interactions, document solutions, and contribute to the knowledge base. * Customer Satisfaction: Ensure client satisfaction by delivering prompt, professional, and effective support. Skill and Qualification Requirements * Technical Proficiency: Strong command of ServiceChannel applications, general IT troubleshooting, and familiarity with help desk platforms. * Communication: Excellent verbal and written communication skills; able to explain technical concepts clearly to non-technical users. * Problem-Solving: Analytical thinking and attention to detail; able to diagnose and resolve technical issues efficiently. * Customer Service: Demonstrated ability to provide high-quality customer support and maintain professionalism under pressure. * Teamwork: Ability to work independently and collaboratively within a team environment. * Experience: Typically requires 1–2 years of experience in a customer service or technical support role, preferably in a call center or SaaS environment. * Bachelors in Computer Science, IT, Computer Information Systems Tools and Systems Used * Slack * JIRA * Teams/Sharepoint * Zendesk

Responsibilities

The role involves providing application and technical support by responding to requests via help desk platforms, phone, email, or chat, and offering baseline training to clients. Responsibilities also include identifying and escalating system issues to the Development Team while maintaining accurate support interaction records.