Customer Support Specialist (Canada)

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. We empower organizations to optimize capital investments, improve project performance and minimize long-term operating expenses.

The right candidate is results-driven, organized, and self-motivated with a strong desire to help clients have the best experience when contacting us for support.

Job Purpose

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 directing users to the correct resource to address client’s needs. The target is the direct link between Gordian and its existing and potential customers; therefore, it is expected they will ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Job Responsibilities:

• Provides support to customers via phone, email, chat, and online help channels
• Provides answers to clients for basic, general questions about products and orders
• Assists with billing and invoice issues, such as payments, refunds, order replacements and cancellations
• Provides general how-to guidance and user information with company software products
• Provides troubleshooting assistance of errors or issues with company software products; including identifying the issues, researching answers, and elevating to next level of support for resolution when required
• Logs customer contacts into ticketing system for handling, tracking, and follow up of customer issues and needs
• Responds to customers in a timely and efficient manner within designated service level agreements
• Assists in identifying areas of improvement for clients, and user training of supported software and programs
• Assists in improving system performance by identifying problems and recommending changes
• Requires good interpersonal and customer service skills
• Must be able to work in a multi-task environment with limited supervision
• Must be able to sit for extended periods of time
• Must be able to work rotating shifts

Qualifications:

• Previous call center/customer support center experience preferred
• Requires good written and oral communication skills
• Problem Solving and Conflict Resolution
• Ability to multi-task, prioritize, and manage time effectively
• Proficient 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 & solutions to enhance the customers’ experience and solve practical problems

• Adaptability: Ability to effectively prioritize and proactively respond to customer needs

• Process Improvement: Experience collecting, analyzing, and summarizing data for internal and external customers for 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

Company Description

Gordian, a recognized leader in the field of construction procurement solutions with operations throughout the US, Canada, and the UK, is growing! We are seeking the right talent to help us in our mission of providing innovative products and services to organizations pursuing efficient and effective construction-procurement and information solutions.

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 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 [email protected].

Our use of recruitment matching AI technology

We use an AI-powered tool, provided by Eightfold AI, Inc. in our recruitment process to help us in providing you the ability to view the most relevant jobs that are matched to your skills and experience. This AI tool also assists our recruiters in assessing and evaluating your job application. This tool is a matching model based on factors such as the skills specified in the job description and specific selection criteria our recruitment teams have configured. We do not make decisions about Applicants solely based on the results of the matching model.