Technical Support Analyst

FacilityOS•Annapolis, MD

20h•Hybrid

About The Position

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.

Requirements

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
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.
Must be legally eligible to work in Canada or United States.

Responsibilities

Respond to customer inquiries via email, chat, phone, or video.
Accurately diagnose issues and provide efficient, positive resolutions.
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.
Bridge communication between Support, Engineering, QA, and Professional Services.
Reproduce and document issues, ensuring timely resolution and clear customer communication.
Become a FacilityOS expert.
Create internal and customer-facing documentation, training materials, and help center articles.
Improve and build support processes to increase team efficiency and performance.