Technical Customer Support

Product Support Specialist ILocationSão Paulo, Brazil (Hybrid or On-site, depending on business needs)Why You Should Join Us?Join a collaborative and customer-focused team dedicated to delivering exceptional product experiences. As a Product Support Specialist I, you’ll play a critical role in helping customers succeed by solving problems quickly and effectively. This is an excellent opportunity to grow your technical and customer support skills, build product expertise, and contribute to continuous improvement through knowledge sharing.We’re committed to creating an inclusive environment where everyone can learn, grow, and make an impact.What You’ll Do?Act as the first point of contact for customers and internal users via phone, chat, email, and support portalDiagnose and resolve common product issues using knowledge base articles, runbooks, and standard proceduresCollect and document key information (e.g., issue details, environment, impact, steps to reproduce) to ensure accurate case managementLog, 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 casesEscalate more complex or high-priority issues (P1/P2) following defined processesGuide customers through workarounds, product features, and self-service resourcesContribute to improving internal knowledge bases by creating and updating articlesMonitor ticket queues and ensure timely follow-up through to resolutionSupport customer satisfaction efforts by ensuring surveys are completed and feedback is capturedWhat You BringMust-Have Qualifications0–2 years of experience in customer support, service desk, or product supportStrong communication skills (written and verbal) with a customer-first mindsetAbility to troubleshoot basic technical issues (e.g., web applications, client software)Familiarity with ticketing or helpdesk toolsStrong attention to detail and ability to document information clearlyAbility to manage multiple tasks and prioritize effectivelyNice-to-HaveExperience supporting SaaS or software/hardware productsExposure to tools such as ServiceNow, Zendesk, or Jira Service ManagementBasic understanding of APIs, logs, or debugging processesExperience working with remote support toolsWhat You’ll Get?Competitive salary and performance-based incentivesOpportunities for career growth into advanced support or technical rolesOngoing training and development (technical skills, product knowledge, customer experience)Flexible work arrangements (hybrid options where applicable)Paid time off and holiday scheduleInclusive, supportive team culture focused on learning and collaborationExposure to industry-leading tools and technologiesHow Success Is MeasuredFirst Response Time (FRT)First Contact Resolution (FCR) within L1 scopeSLA adherence (response and resolution targets)Customer satisfaction (CSAT/NPS)Quality and completeness of ticket documentationContributions to knowledge base and team learning#LI-NL1#LI-Remote Fortive Corporation OverviewFortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care.We are a diverse team 10,000 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.About AccruentPersonal 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. Accruent is a leading provider of solutions for unifying the built environment —spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. Accruent continues to set new expectations for how organizations can use data to transform how they manage their facilities and assets. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide.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 [email protected].