Fortive Jobs

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 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.

Organizational Alignment

Reports to the Team Lead, Support

Qualifications

Skills & Work Traits

Required:

Strong problem solving skills with ability to analyze 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 prioritization and organization 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

Company Overview

With more than 1,300 clients and 1.6 million users, Intelex Technologies, ULC is a global leader in environmental, health, safety and quality (EHSQ) management software. Since 1992 its scalable, web-based platform and applications have helped clients across all industries improve business performance, mitigate organization-wide risk, and ensure sustained compliance with internationally accepted standards (e.g., ISO 9001, ISO 14001, ISO 45001 and OHSAS 18001) and regulatory requirements. Intelex is one of North America’s fastest-growing tech companies who has recently been recognized as a Great Place to Work for over 7 years, Best Workplace in Technology, Best Workplace for Millennials and Canadian HR Team for fewer than 500 employees and has been recipient of Waterstone’s Most Admired Corporate Cultures award, and Deloitte’s Best Managed Companies award. For more information, visit https://www.intelex.com/careers or see what our employees are saying by following our #ProudIntelexian hashtag.

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./p>

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.

Fortive: For you, for us, for growth.