FacilityOS
Technical Support Analyst
Maryland
Work authorization requiredDetected 84 days ago
SQLProcess ImprovementCustomer SupportZendeskCommunicationProblem SolvingTime Management
About the role
- We work hard and play hard and we do both with passion and respect for one another.
- 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.
Responsibilities
- Customer Support: Respond to customer inquiries via email, chat, phone, or video.
- 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.
- 2+ years in customer-facing digital support, ideally with enterprise clients and hardware/software products.
- Ability to perform basic PC software and hardware installations, including loading applications and hardware drivers
Skills
- 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
- Strong problem-solving and creative thinking.
- Excellent time management and prioritization skills.
- Interest in understanding technology at a deeper level.
- Patient and empathetic approach to customer interactions.
- Why work at FacilityOS?
- Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:
- 🩺Comprehensive health coverage
Compensation
- 🎉 Two annual parties in a year
Equal opportunity
- We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply.
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This listing is sourced directly from FacilityOS's careers page and normalized into a canonical job model.