- Professional
- Bureau à Reading
Location: Fully remote in Canada. Toronto preferred.
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 analyzes 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.
Qualifications
Required:
- Strong analytical and problem-solving abilities
- Clear and effective communication skills, both written and verbal
- Ability to explain technical concepts to non-technical audiences
- Organized, self-motivated, and customer-focused
- Familiarity with web-based application architecture
- Understanding of object-oriented design principles
- 1–3 years of experience in technical support, web applications, or quality assurance
- Degree or diploma in Computer Science, Information Systems, or equivalent experience
Preferred:
- Knowledge of ASP.NET, XML, JavaScript, SQL/T-SQL
- Experience with Microsoft Office, screen capture, and time tracking tools
- Familiarity with Environmental, Health, Safety, or Quality domains
- Bilingual (any language)
- MCSE certification
Other Requirements
- Please note that this role requires a satisfactory Criminal Background Check and Public Safety Verification
About Company
Company
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.
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.
