Software Support Specialist I - Remote

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. 

The Software Support Specialist I is responsible for providing support for Accruent’s Enterprise Software Solutions and is a point of escalation for support issues. This role is responsible for assisting customers with the isolation and resolution of software issues. Other responsibilities include working with the customer to diagnose, document, identify root cause, and resolve customer issues by providing software-enabled solutions.

We are looking for an ideal candidate who will be highly driven and have a passion for software, customers, and problem solving! If you are self-motivated, enjoy working in a collaborative team environment, have a pioneering spirit and enjoy helping others be successful, Accruent may be a fit for you!

ESSENTIAL DUTIES & RESPONSIBILITIES.

• Maintain a demonstrable understanding of Accruent-supported products and technologies.
• Work to analyze and resolve escalated Support issues, acting as a functional resource for Software Support Teams
• Interact with customers, partners, field teams, and software developers to provide application advice and assistance and define requirements.
• Prioritize, research, solve, and resolve application issues, while ensuring the Support team is proactive in pursuit of new solutions and efficiencies within applications.
• Identify cause/resolution/workarounds and communicate those to customers via written and phone communication. Will need to attend and run meetings with customers to troubleshoot as needed.
• Participate in root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems.
• Contribute to documentation of industry standard methodologies.
• Work with all levels of Support to document resolutions and continually drive first call/first touch resolution.
• Identify, document, confirm product defects.
• May be asked to train and mentor other Support members
• May be involved in deployment or training opportunities internally and with customers.
• Duties and technical issues may sometimes require extended work hours, including weekends and holidays.
• Completes other duties as assigned by Accruent management.

Knowledge, skills & abilities

• Excellent written and oral communication skills to a variety of audiences at different levels and with different backgrounds.
• Works well in a collaborative environment, as well as independently.
• Strong troubleshooting and problem-solving skills.
• Familiarity with industry standard methodologies.
• Ability to multi-task and prioritize multiple projects/clients simultaneously.
• Highly organized and meticulous; strong organizational and documentation skills.
• Good interpersonal and leadership skills.
• Enjoys and excels at problem solving and assisting others.
• Ability to make sound decisions based on customer needs and product knowledge.
• Dedicated and able to work under stress to deliver high-quality solutions.
• Ability to anticipate potential problems, resolve and implement solutions.
• Ability to express and understand sophisticated software and application concepts.
• Ability to diplomatically deal with angry/irate customers.

Desired skills/experience

• High School Diploma or Equivalent Required. Bachelor’s degree in related field preferred.
• Prior experience in a software support role or role that required troubleshooting.
• Experience with querying database tables using SQL.

Please Note:

• This job does not require travel domestically or internationally, 
• This is a full-time, exempt opportunity. 
• Relocation will not be considered for this position. 
• At this time, visa sponsorship is not available. 

ABOUT ACCRUENT

At Accruent (a subsidiary or affiliate of Fortive Corporation), we strive to be on the cutting edge of the software world, providing purpose-built intelligent solutions that raise customer expectations, shift paradigms and transform the way businesses operate and achieve success.

We aim to provide the same transformational growth for our 1,000+ employees which includes a vibrant office culture in major cities like Austin and Amsterdam – and 10,000 customers in more than 150 countries – we know you’ll gain new experiences along the way. In our continued effort to help our teams Grow Without Limits, we provide all employees with the resources, coaching and support they need to reach new heights and experience true professional and personal development – and we do this because we believe it will help us grow as a global company in return.

Every person can bring something incredible to the table, and we can always achieve more together. So, if you are courageous, adaptable, collaborative and interested in becoming the best you, we encourage you to join us for the ride – even if you don’t believe you have the exact experience to fill a particular role.

Explore the path. Join Accruent.

ABOUT FORTIVE

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.

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 process should ask to speak with a Human Resources representative to request an accommodation.