Technical Customer Support Specialist

Gordian is the leading provider of Building Intelligence™ Solutions, delivering unrivaled insights, robust technology, and comprehensive expertise that fuel customers’ success during every phase of the building lifecycle. Gordian created Job Order Contracting (JOC) and the industry-standard RSMeans Data, empowering organizations to optimize capital investments, improve project performance, and minimize long-term operating expenses.

This role supports all internal and external users on Gordian’s in-house systems by providing clear answers to product and billing questions, asking the correct troubleshooting questions to quickly identify solutions for presented problems, or assisting in directing users to the correct resource to address client needs. The target is to act as the direct link between Gordian and its existing and potential customers, ensuring excellent service standards, efficient responses to customer inquiries, and maintaining high customer satisfaction.

Job Responsibilities

• Provide support to customers via phone, email, chat, and online help channels
• Answer basic, general questions about products and orders
• Assist with billing and invoice issues, such as payments, refunds, order replacements, and cancellations
• Provide general how-to guidance and user information with company software products
• Troubleshoot errors or issues with company software products, including identifying issues, researching answers, and elevating to the next level of support for resolution when required
• Log customer contacts into a ticketing system for handling, tracking, and follow-up of customer issues and needs
• Respond to customers in a timely and efficient manner within designated service level agreements
• Assist in identifying areas of improvement for client and user training of supported software and programs
• Help improve system performance by identifying problems and recommending changes
• Maintain good interpersonal and customer service skills
• Work in a multi-task environment with limited supervision
• Work rotating shifts

Qualifications

• Previous call center/customer support center experience preferred
• Good written and oral communication skills
• Critical-thinking and conflict resolution skills
• Ability to multi-task, prioritize, and manage time effectively
• Proficiency in Microsoft Office products, including Word, Excel, and SharePoint
• Ability to learn and provide support to software at a rapid pace
• Experience with Salesforce and other software applicable to day-to-day tasks

Enabling Competencies

• Customer Obsessed: Understand customer needs and proactively communicate with excellent verbal and written communication delivering solutions
• Relationship Management: Ability and willingness to develop and utilize a range of productive relationships both inside and outside the team to further organization objectives
• Critical Thinking: Understand problems and ask the right questions to distill/simplify complex scenarios
• Innovation: Generate effective new approaches and solutions to enhance the customer experience and solve practical problems
• Adaptability: Effectively prioritize and proactively respond to customer needs
• Process Improvement: Experience collecting, analyzing, and summarizing data for internal and external customers, driving continuous improvement through analytics
• Drive for Results: Self-motivated to exceed objectives as defined on time
• Growth Mindset: Understand the importance of persistence and determination to overcome obstacles, and adapt learning styles

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.

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.

About Gordian

Gordian is the world’s leading provider of facility and construction cost data, software and services for all phases of the building lifecycle. A pioneer of Job Order Contracting (JOC), Gordian’s offerings also include our proprietary RSMeans data and Sightlines Facility Intelligence solutions. From planning to design, procurement, construction and operations, Gordian’s solutions help clients maximize efficiency, optimize cost savings and increase building quality. Gordian is a part of the international business group Fortive, with 26,000 people employed worldwide.We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan. EOE/AA/M/F/Vets/Disabled.

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.

Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.

Pay Range
The salary range for this position (in local currency) is 35,700.00 - 66,300.00

Gordian is the world’s leading provider of facility and construction cost data, software and services for all phases of the building lifecycle. A pioneer of Job Order Contracting (JOC), Gordian’s offerings also include our proprietary RSMeans data and Sightlines Facility Intelligence solutions. From planning to design, procurement, construction and operations, Gordian’s solutions help clients maximize efficiency, optimize cost savings and increase building quality. Gordian is a part of the international business group Fortive, with 26,000 people employed worldwide.We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan. EOE/AA/M/F/Vets/Disabled.

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.

The salary range for this position (in local currency) is 35,700.00 - 66,300.00This position is also eligible for bonus as part of the total compensation package.