FacilityOS · 10 hours ago
Technical Support Analyst
DC-Baltimore Area
Full-time
Hybrid
Entry, Mid Level
2+ years expFacilityOS is a dynamic B2B SaaS company focused on improving safety, security, compliance, and efficiency for businesses. The Technical Support Analyst role involves responding to customer inquiries, troubleshooting technical issues, and optimizing support processes to enhance customer experience.
Productivity ToolsSaaSSoftware
No H1B
Responsibilities
Customer Support: Respond to customer inquiries via email, chat, phone, and video-conference. Accurately diagnose issues and provide efficient, positive resolutions
Technical Troubleshooting: Act as a technical expert for FacilityOS software solutions running on cloud-based and on-premise environments, including problem solving on client and server side, hardware (iPads, printers, mobile computing devices, barcode scanners, thermal printers, and other peripheral devices), mobile apps, and integrations
Escalation Liaison: Bridge communication between Support, Engineering, QA, and Professional Services. Reproduce and document issues, ensuring timely resolution and clear customer communication
Product & Knowledge Enablement: Become a FacilityOS expert. Contribute to internal and customer-facing documentation, training materials, and help center articles
Process Optimization: Provide feedback to improve support processes to increase team efficiency and customer experience
Qualification
Required
2+ years in customer-facing digital support, ideally with enterprise clients and hardware/software products
Strong communication skills; ability to translate technical topics for various audiences
Solid troubleshooting skills across software, hardware, and networking (Wi-Fi, Bluetooth, Ethernet, etc.)
Knowledge of databases and how they integrate with other platforms
Experience or knowledge of basic/intermediate SQL queries
Ability to perform PC software and hardware installations/upgrades, including on Windows based server environments
Familiarity with tools like Zendesk, Microsoft Suite
Strong problem-solving and creative thinking
Excellent time management and prioritization skills
Collaborative, team-oriented mindset
Interest in understanding technology at a deeper level
Patient and empathetic approach to customer interactions
Benefits
Paid time off
Comprehensive health and benefits package
Comprehensive health coverage (includes Dental and Vision coverage)
A Hybrid work environment with our office based in North York, Toronto
Opportunity for advancement and growth
Catered Events, Snacks, Drinks – You won’t go Hungry!
Birthday and Life Celebrations
Two annual parties in a year
Company
FacilityOS
FacilityOS is a global leader in facility, asset, and visitor management.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$100M2021-01-05Series A· $100M
Leadership Team
Ariel Mashiyev
Chairman & CEO
Paul Khakhan
CTO
Company data provided by crunchbase