Organization:

Provation is the premier software provider of intelligent procedure documentation and coding solutions improving clinical productivity and reimbursement (Provation® MD), equipping physicians and administrators with evidence-based clinical decision support solutions to optimize order sets and care plans (Provation® Order Sets) and providing evidence-based content for structured clinical documentation and coding embedded within the EHR (Provation® Clinic Note). Provation is trusted by leading physicians globally, serving approximately 1,500 hospitals and 1,000 Ambulatory Surgery Centers (ASCs), including 16 of the top 20 U.S. hospitals for gastroenterology (GI) and GI surgery. Provation is headquartered in Minneapolis, MN and is owned by Clearlake Capital Group, L.P. 

Job Summary:

The Technical Support Analyst consistently delivers a personal, respectful, and helpful support experience by utilizing product and domain expertise, internal tools, and teamwork.

Essential Duties & Responsibilities:

Provide exceptional customer support to all Provation customers Maintain professional friendly approach with customers Listen to customer’s needs and take appropriate measures to assist them Actively assist with Provation’s customer call center Field customer interactions via phone and email Create and manage cases in Salesforce.com Thorough documentation is required Ensure Service Level Agreements are being met Own the customer experience by providing technical assistance, quality product and technical solutions to customers   Manage multiple support requests, prioritizing where necessary to ensure customer needs are being met Correctly identify, replicate and thoroughly document issues for efficient case management and case data trending Provide remote technical and application support to a wide variety of healthcare professionals Share knowledge through internal knowledge base articles Actively participate in a rotating 24/7 on-call pager support Foster teamwork and collaboration across all teams  Maintain a professional demeanor under pressure  Own assigned customer requests Other duties and projects as assigned

Job Requirements:

Education & Experience

Two-year or four-year college degree or equivalent work experience 2+ years of working knowledge for: Computer operating systems Software troubleshooting techniques 2+ years of previous customer support experience is preferred Some experience with Oracle, SQL, Computer Sciences, HL7 interfaces is a plus Experience in the healthcare industry is a plus

Other Knowledge, Skills, Abilities or Certifications:

Strong technical aptitude Experience in Salesforce or another customer relationship management system (CRM) is a plus Participation in knowledge share through established knowledge management system (KMS) is a plus Must be able to work independently while actively supporting a strong team environment Excellent interpersonal skills Excellent written and oral communications skills Energized by the challenge of identifying new opportunities Experience working within premise-based product model is a plus

Provation Core Values:

Customer Focused: We put our customers first and maintain effective customer relationships. Productive: We work smarter; We work to produce the most effective results. Innovative: We look to improve or create more effective processes, products or ideas to increase our business success. Accountable: We see it, we own it, we solve it and we do it. Teamwork: We practice collaboration and communication across the organization.

 

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

 

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 18,000 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.