Roles And Responsibilities
- Receive and triage Professional Services support inquiries from internal teams or clients related to eInvoice integrations, data feeds, and authentication errors
- Troubleshoot and resolve common eInvoice specification errors, rejected invoice files, and transmission failures
- Investigate and correct file processing issues (missing files, delayed jobs, incomplete or failed runs) by reviewing logs, directories, and schedules
- Analyze and resolve Single Sign-On issues, such as token errors, metadata mismatches, and user authentication failures
- Review and troubleshoot Data Feed and API file transfers, identifying whether issues are customer-side, integration-side, or system-side
- Collaborate with internal Professional Services, Support, and DevOps teams to escalate system defects, configuration discrepancies, or recurring data-flow errors
- Document each issue, resolution, and root cause clearly in Jira for visibility to the Support Team, CSM, Project Manager and Senior Project Manager
- Communicate resolution steps and outcomes back to the Support Team or CSM ensuring updates are captured in project documentation
- Maintain SLA response and resolution targets for Professional Services Support tickets
- Identify recurring issues and recommend preventive or automation improvements to reduce repeat incidents
Skill And Qualification Requirements
- English proficiency
- Strong functional understanding of SaaS integrations and basic troubleshooting methodologies
- 2+ years in a customer-facing technical or support role focused on integrations, APIs, or data feeds
- Familiarity with eInvoice file structures (CSV, XML, JSON) and ability to read or validate logs
- Experience troubleshooting Single Sign-On configurations (SAML, SCIM, Okta, Azure AD)
- Advanced Excel and file validation skills
- Excellent attention to detail and documentation practices
- Strong written and verbal communication skills
- Ability to prioritize and manage multiple support cases simultaneously
- CRM or ticketing system experience
- Collaborative mindset with ability to work in a distributed global team
Tools and Systems Used
- ServiceChannel.com
- Excel
- Zendesk
- Slack
- Microsoft Suite & Teams
- Sharepoint
- Confluence / Jira
- Log or File Monitoring Tools - AWS S3
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 potentialyour 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 ServiceChannel
ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe's, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world's most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.
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 [Confidential Information].
ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe's, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world's most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.
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 [HIDDEN TEXT].
