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Saas Application End User Support

3 months ago

Bengaluru, Karnataka, India Advanced Sterilization Products Full time
Position Summary

Responsibilities:

Monitors and assigns incidents and service request tickets for resolution.

Works with the caller to ensure a full understanding of the incident or request reported, including review of screen shots, reproducing the issue, reviewing error logs, and troubleshooting

Sets clear expectations with the caller and provides frequent updates on status and next steps.

Diagnoses, clearly documents, and resolves user incidents and requests.

Works collaboratively across the team to get support (from peers or escalations) and offer support when others need it.

Provisions users, establishing details to ensure proper assignment of Profile, Permissions, Licenses, Groups, Territories, and Roles.

Establishes and maintains knowledge articles to continuously improve our support processes and capabilities.


Identifies trends in incidents or requests that present opportunities for us to improve the overall user experience through system enhancements or ticketing automation.


Supports ASP's mission of protecting patients in their most critical moments by ensuring our business users are setup for success in our CRM, QMS, and PLM systems - which our users depend on every day to support this mission.


Qualifications:

High School or Equivalent
At least 2 years' experience in basic Salesforce administration
Medical Device Industry experience is a plus
Excellent communication and presentation skills
Clear, concise, and complete documentation (e.g. user updates on ticket status)
Experience with Sales or Service or Field Service Lightning Cloud
Experience with Propel Software a plus
Demonstrated experience using Salesforce's standard development tooling, including the Salesforce CLI, Data Loader, VS Code + Salesforce
Experienced and proficient with ServiceNow incident/request system
Experienced and proficient with the Atlassian DevOps solutions (JIRA, Confluence, Bitbucket)
Experience with Copado DevOps solution a plus
Self-driven continuous learner demonstrated through seeking out and completing Trailblazer skills, badges, etc


Fortive is a global family of more than 20 industry-leading industrial growth and technology companies, united by a shared purpose: to make the world stronger, safer, and more effective by providing essential technology for the people who accelerate progress.

Here, you get the excitement of a "startup" with the stability and predictability of an organization strongly grounded in its roots and with a proven track record of growth.

There's no limit to what you can learn, or the impact you can make:
for you, for us, for growth.

Come join our team at Advanced Sterilization Products (ASP) and be part of a global leader in infection prevention solutions for the healthcare industry.

With advanced products, technologies, and workflows for medical sterilization and disinfection, ASP is dedicated to defending the lives of patients, families, healthcare workers, providers, and communities.

Add your talent to our extraordinary team and help us in our mission to make healthcare safer for everyone.

ASP is based in Irvine, California with core sites in Everett, Washington and Schaffhausen, Switzerland plus many more offices around the world.