About the job
About FacilityOS
FacilityOS is a forward-thinking B2B SaaS company located in the heart of Toronto's thriving tech scene. As we continue to grow rapidly, we offer a leading platform designed to enhance safety, security, compliance, and operational efficiency across vital facility touchpoints. Our dedicated team is passionate about innovation and committed to setting new standards in our industry.
At FacilityOS, we foster a collaborative and innovative work culture, valuing each individual's contributions. We prioritize employee engagement and encourage open communication, idea sharing, and active participation.
This is a hybrid position, requiring in-office attendance at least two days a week, with the flexibility to work from home the remaining days.
About the Role
We are on the lookout for a Customer Support Analyst to join our vibrant and expanding team. In this pivotal role, you will ensure a smooth customer experience by delivering timely and effective support. The perfect candidate will possess strong problem-solving abilities, outstanding communication skills, and a customer-focused attitude.
The ideal candidate is a self-motivated individual with keen attention to detail, technical curiosity, and the ability to juggle multiple tasks while upholding high service standards. If you excel in a fast-paced environment and enjoy solving technical challenges, we want to hear from you!
Key Responsibilities
- Customer Assistance: Proactively address customer inquiries and resolve issues effectively through various channels, including email, live chat, phone, and video meetings.
- Diagnose customer concerns accurately and provide positive and timely recommendations for resolution.
- Technical Support Expertise: Serve as a subject matter expert in technical support, troubleshooting issues related to FacilityOS products, hardware (such as iPads, printers, and internet connectivity), mobile applications, and external software integrations.
- Deliver clear and actionable guidance to both customers and internal teams.
- Cross-Functional Collaboration: Work closely with other departments to ensure a seamless customer experience and share insights for continuous improvement.

