Product Support Specialist I
Location
São 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 portal
- Diagnose and resolve common product issues using knowledge base articles, runbooks, and standard procedures
- Collect and document key information (e.g., issue details, environment, impact, steps to reproduce) to ensure accurate case management
- Log, 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 cases
- Escalate more complex or high-priority issues (P1/P2) following defined processes
- Guide customers through workarounds, product features, and self-service resources
- Contribute to improving internal knowledge bases by creating and updating articles
- Monitor ticket queues and ensure timely follow-up through to resolution
- Support customer satisfaction efforts by ensuring surveys are completed and feedback is captured
What You Bring
Must-Have Qualifications
- 0–2 years of experience in customer support, service desk, or product support
- Strong communication skills (written and verbal) with a customer-first mindset
- Ability to troubleshoot basic technical issues (e.g., web applications, client software)
- Familiarity with ticketing or helpdesk tools
- Strong attention to detail and ability to document information clearly
- Ability to manage multiple tasks and prioritize effectively
Nice-to-Have
- Experience supporting SaaS or software/hardware products
- Exposure to tools such as ServiceNow, Zendesk, or Jira Service Management
- Basic understanding of APIs, logs, or debugging processes
- Experience working with remote support tools
What You’ll Get?
- Competitive salary and performance-based incentives
- Opportunities for career growth into advanced support or technical roles
- Ongoing training and development (technical skills, product knowledge, customer experience)
- Flexible work arrangements (hybrid options where applicable)
- Paid time off and holiday schedule
- Inclusive, supportive team culture focused on learning and collaboration
- Exposure to industry-leading tools and technologies
How Success Is Measured
- First Response Time (FRT)
- First Contact Resolution (FCR) within L1 scope
- SLA adherence (response and resolution targets)
- Customer satisfaction (CSAT/NPS)
- Quality and completeness of ticket documentation
- Contributions to knowledge base and team learning
#LI-NL1
#LI-Remote
Fortive Corporation Overview
Fortive'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 Accruent
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.
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 [contact via apply link].