Customer Support Analyst

FacilityOS; Toronto; On-site; CAD 52,000 - 70,000; Full time

Benefits offered by this job

Comprehensive health coverage

Hybrid work environment

Opportunity for advancement and growth

Catered events, snacks, drinks

Birthday and life celebrations

Two annual parties

Job summary

FacilityOS in Toronto is seeking a Customer Support Analyst to ensure a seamless customer experience by providing prompt and effective support. You will diagnose root causes, troubleshoot hardware and apps, and collaborate across Engineering, Quality Assurance, and Professional Services to resolve issues while maintaining strong communication with customers.

This hybrid role requires a self-starter with excellent written and verbal skills, a detail-oriented mindset, and the ability to manage

Qualifications

• 2+ years in a customer-facing role within a digital environment, preferably supporting enterprise clients.
• Experience with hardware components or managing multiple web/mobile applications is preferred.
• Strong understanding of networking, software and hardware troubleshooting; proficient with Zendesk and MS Office.

Responsibilities

• Proactively respond to inquiries and resolve issues via email, live chat, phone, and video meetings.
• Diagnose root causes and provide actionable recommendations to resolve customer concerns promptly.
• Act as escalation point between Support and Engineering, QA, and Professional Services.
• Reproduce, document, and communicate issues clearly to technical teams; own the customer conversation until resolution.
• Develop product expertise and create training materials, knowledge base articles, and playbooks.

Skills

Customer-focused

Problem-solving

Time management

Collaboration

Communication

Tools

Zendesk

Microsoft Office Suite

Job description

About FacilityOS

FacilityOS is a fast-growing company redefining how facilities operate—bringing safety, security, and daily operations into one unified platform used by organizations around the world.

As we continue to scale globally, we’re building a team of driven, curious people who want to make an impact. You’ll be part of a dynamic, collaborative culture where individuals are trusted to take ownership, solve meaningful problems, and grow in their careers. Our team comes together in-office twice a week to connect, collaborate, and build momentum.

If you’re looking to do your best work alongside a great team in a high-growth environment, FacilityOS is the place to build your career.

This is a hybrid position where you'll be required to be in office at least two days a week with the flexibility to work from home the remaining days if desired.

About the Role

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.

Key Responsibilities

Customer Assistance

• 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.

Technical Support Expertise

• 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.

Cross-Functional Collaboration

• 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.

Product Expertise & Internal Enablement

• 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.

Process Optimization

• 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.

Qualifications & Requirements

Experience & Technical Skills

• 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.

Soft Skills

• 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.

At FacilityOS, we are committed to providing an exceptional customer experience while fostering a collaborative and innovative work environment. If you are passionate about technology and customer support, we encourage you to apply and become part of our team.

Why work at FacilityOS?

• 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 the location in which you applied.

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.

FacilityOS thanks all candidates for their interest, however only those selected to continue in the process will be contacted.