Technical Support Analyst at Facilityos

ABOUT FACILITYOS FacilityOS is a dynamic and innovative B2B SaaS company headquartered in the heart of Toronto's vibrant tech ecosystem. We are on a high-growth trajectory, providing a market-leading platform that helps businesses improve their safety, security, compliance, and efficiency across many critical facility touchpoints. We are a team of passionate, driven individuals committed to excellence, innovation, and redefining our industry. At FacilityOS, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. This is a hybrid position in our office in Annapolis, Maryland, where you'll be required to be in the office at least three days a week with the flexibility to work from home the remaining days if desired. WHAT YOU'LL BE DOING - Customer Support: Respond to customer inquiries via email, chat, phone, or video. Accurately diagnose issues and provide efficient, positive resolutions. - Technical Troubleshooting: Act as a technical expert for FacilityOS software, 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. Create internal and customer-facing documentation, training materials, and help center articles. - Process Optimization: Improve and build support processes to increase team efficiency and performance. EXPERIENCE & TECHNICAL SKILLS - 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.). - Familiarity with tools like Zendesk, Microsoft Suite - Knowledge of databases and how they integrate with other platforms - Experience or knowledge of basic/intermediate SQL queries - Ability to perform basic PC software and hardware installations, including loading applications and hardware drivers SOFT SKILLS: - 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. Why work at FacilityOS? We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides: 🩺Comprehensive health coverage 🏠A Hybrid work environment 💡Opportunity for advancement and growth 🍕 Catered Events, Snacks, Drinks – You won’t go Hungry! 🥳 Birthday and Life Celebrations 🎉 Two annual parties in a year FacilityOS Commitment We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. FacilityOS will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs. Please note that all candidates must be legally eligible to work in Canada or United States. Background and Reference Checks Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted. We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications. These tools assist the recruitment team but do not replace human judgment. All advancement and hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us or click here [Upgrade to PRO to see link] FacilityOS thanks all candidates for their interest, however only those selected to continue in the process will be contacted.