• Transform customer data and feedback into actionable insights • Lead Voice of Customer (VoC) initiatives • Analyze experience data and partner cross-functionally • Design, implement, and manage VoC programs (e.g., NPS, CSAT, CES) • Ensure consistent and high-quality customer feedback collection • Optimize survey strategy, timing, and response rates • Analyze quantitative and qualitative customer data to identify trends • Map and analyze end-to-end customer journeys • Build dashboards, reports, and executive summaries • Present findings to senior leadership

• Provide quality Customer Service via Telephone, Email, Chat, and Form Fill contact for homeowners, distributors, dealers, internal and external customers by timely and effectively responding to their service needs. • Develop a deep understanding of the products or services being offered, including their features, benefits, and competitive advantages. • Provide information to the consumers regarding our products, rebates and financing and other targeted marketing campaigns. • Coordinate with the dealer for an effective handoff of the consumer and product recommendations determined through the sales process / interactions with the homeowner. • Generate “warm” leads through inbound calls and completed forms and forward leads to our HVAC Dealers & Contractors. • Meet or sales and call center performance levels defined in KPI’s and SLA’s. • Perform data entry, document reviews, tracking and maintain customer and sales records. • Consult with internal technical experts, when necessary to answer consumer questions on applicable products. • Conduct follow-up calls or emails to nurture leads, answer questions, and ensure customer satisfaction. • Meet or exceed assigned sales quotas and targets to contribute to the company’s revenue goals. • Consult with the Call Center Supervisor if additional information or support is needed. • Complete special call center projects as assigned. • Identify and suggest process improvement opportunities. • Perform other duties as assigned. Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible. • Understand and follow work instructions, operating procedures, and company policies. • Perform additional projects as assigned.

Role Description Join a growing, collaborative team that’s passionate about delivering exceptional customer experiences. As a Customer Support Specialist, you’ll become an expert in the eMaint software products and play a key role in helping customers succeed. This is a great opportunity to launch your career in tech support—with clear pathways to grow into roles in Account Management, Professional Services, Sales, or Technical Support. As a Customer Support Specialist, you’ll provide responsive, knowledgeable support to customers, partners, and internal teams. You’ll troubleshoot issues, share solutions, and contribute to continuous improvement of our support resources. - Deliver technical support for the eMaint software via phone, email, chat, and web meetings. - Troubleshoot and resolve customer issues in a Microsoft and web-based environment. - Clearly document customer interactions and technical issues in real time. - Collaborate with team members to ensure a seamless and high-quality support experience. - Contribute to product documentation and knowledge base articles. - Participate in software testing to help ensure quality releases. - Approach each interaction with empathy, patience, and a customer-first mindset. Qualifications - Strong problem-solving skills and mechanical aptitude. - Excellent verbal and written communication skills. - Ability to work independently and manage multiple tasks in a fast-paced environment. - A collaborative mindset and a desire to help others. Requirements - Bachelor’s degree (B.A. or B.S.) preferred. - Experience in customer service or technical support. - Familiarity with databases or software troubleshooting. Company Description 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.

• Act as the primary point of contact for e-commerce merchant partners, providing immediate, high-touch support via Slack (primary) and email (secondary). • Monitor all shared customer channels during business hours to acknowledge every message within 5 minutes with a clear, warm response. • Create detailed Jira tickets for every bug, feature request, or issue ensuring all tickets include vital context. • Triage incoming issues based on urgency with intelligent escalation processes. • Guide new merchants through the onboarding checklist including technical setup tracking and A/B test launch coordination. • Maintain the onboarding tracker for all active accounts to ensure customers hit their go-live milestones on schedule. • Prepare and deliver daily and weekly reports summarizing ticket statuses and customer health concerns.