Customer Support Analyst

FacilityOS•North York, ON

38d•Hybrid

About The Position

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.

Requirements

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.
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.

Responsibilities

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.
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.
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.
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.
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.