Customer Support Analyst

This is a hybrid position where you'll be required to be in office at least two days a week with the flexibility to work from home the remaining days if desired.

About The Role

FacilityOS is seeking a Customer Support Analyst to join our dynamic and growing team. In this role, you will play a critical part in ensuring a seamless customer experience by providing prompt and effective support. The ideal candidate is a strong problem solver with excellent communication skills—both written and verbal—and a customer-centric mindset.

We are looking for a self-starter who is detail-oriented, technically curious, and adept at managing multiple priorities while maintaining high standards of service. If you thrive in a fast-paced environment and enjoy troubleshooting technical challenges, we’d love to hear from you.

Key Responsibilities

Customer Assistance

• Proactively respond to customer inquiries and resolve issues efficiently via email, live chat, phone, and video meetings.
• Accurately diagnose the root cause of customer concerns and provide effective recommendations to resolve them in a positive and timely manner.

Technical Support Expertise

• Act as a subject matter expert for technical support, troubleshooting issues related to FacilityOS products, hardware (e.g., iPads, printers, internet connectivity), the mobile app, and integrations with external software.
• Provide clear and actionable guidance to customers and internal stakeholders.

Cross-Functional Collaboration

• Serve as an escalation point between the Customer Support team and internal departments such as Engineering, Quality Assurance, and Professional Services.
• Reproduce and document reported issues in detail, ensuring clear communication with technical teams to facilitate resolution.
• Maintain ownership of customer communication until the issue is fully resolved.

Product Expertise & Internal Enablement

• Develop deep expertise in FacilityOS products, services, and integrations to provide insightful recommendations and creative solutions to customer challenges.
• Contribute to knowledge-sharing by creating training materials, process documentation, help center articles, and playbooks for both internal teams and customers.

Process Optimization

• Assist in refining and optimizing existing support workflows to enhance efficiency, performance, and scalability of the Customer Support team.
• Identify and implement new processes to improve service delivery.

Qualifications & Requirements

Experience & Technical Skills

• 2+ years of experience in a customer-facing role within a digital environment, preferably supporting enterprise-level clients with technical troubleshooting responsibilities.
• Experience working with products that include hardware components or managing multiple web/mobile applications is preferred.
• Strong understanding of computer networking, software, and hardware with the ability to troubleshoot internet connectivity (Ethernet, Wi-Fi, Bluetooth), software applications, and hardware such as printers, iPads, and mobile devices.
• Proficiency with customer support tools, especially Zendesk and Microsoft Office Suite; experience or interest in AI-driven support solutions is a plus.

Soft Skills

• Strong problem-solving skills with a creative and adaptable approach to troubleshooting.
• Excellent organizational and time management skills, with the ability to prioritize tasks and work iteratively.
• Collaborative, team-first mindset, with the ability to work effectively across departments.
• A natural curiosity for technology and a desire to understand systems beyond the surface level.
• Exceptional patience and empathy when assisting customers, maintaining professionalism in challenging situations, and effectively de-escalating issues.

At FacilityOS, we are committed to providing an exceptional customer experience while fostering a collaborative and innovative work environment. If you are passionate about technology and customer support, we encourage you to apply and become part of our team.

Compensation Range: CA$50K - CA$60K