Product Support Specialist I

Act as the first point of contact for customers and internal users via phone, chat, email, and support portal

Diagnose and resolve common product issues using knowledge base articles, runbooks, and standard procedures

Collect and document key information (e.g., issue details, environment, impact, steps to reproduce) to ensure accurate case management

Log, categorize, prioritize, and manage tickets in ITSM/CRM systems (e.g., ServiceNow, Zendesk, Jira Service Management)

Meet established service level agreements (SLAs) for response and resolution on low- to medium-complexity cases

Escalate more complex or high-priority issues (P1/P2) following defined processes

Guide customers through workarounds, product features, and self-service resources

Contribute to improving internal knowledge bases by creating and updating articles

Monitor ticket queues and ensure timely follow-up through to resolution

Support customer satisfaction efforts by ensuring surveys are completed and feedback is captured

0–2 years of experience in customer support, service desk, or product support

Strong communication skills (written and verbal) with a customer-first mindset

Ability to troubleshoot basic technical issues (e.g., web applications, client software)

Familiarity with ticketing or helpdesk tools

Strong attention to detail and ability to document information clearly

Ability to manage multiple tasks and prioritize effectively

Experience supporting SaaS or software/hardware products

Exposure to tools such as ServiceNow, Zendesk, or Jira Service Management

Basic understanding of APIs, logs, or debugging processes

Experience working with remote support tools

Competitive salary and performance-based incentives

Opportunities for career growth into advanced support or technical roles

Ongoing training and development (technical skills, product knowledge, customer experience)

Flexible work arrangements (hybrid options where applicable)

Paid time off and holiday schedule

Inclusive, supportive team culture focused on learning and collaboration

Exposure to industry-leading tools and technologies

First Response Time (FRT)

First Contact Resolution (FCR) within L1 scope

SLA adherence (response and resolution targets)

Customer satisfaction (CSAT/NPS)

Quality and completeness of ticket documentation

Contributions to knowledge base and team learning

Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you.

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.