Remote Customer Success & Technical Support Specialist

Facilities Management Express; North Carolina; On-site; USD 52,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Remote first – work from anywhere in U

Job summary

Facilities Management Express (FMX) seeks a Customer Support Specialist to be part of the Customer Success team. You will handle a high volume of tickets, calls, and live chat, providing detailed product guidance and resolving technical issues to meet SLAs.

You’ll collaborate with implementation and retention teams, train end-users, and create helpful documentation while upholding our 98% customer satisfaction standard.

Qualifications

• 1-3 years of experience in Customer Support, SaaS, or a related role.
• BS/BA degree preferred.
• Background in customer support and/or IT helpdesk is a plus.
• Customer-centric mindset with strong communication and problem-solving skills.

Responsibilities

• Manage a high volume of inbound support tickets, phone calls, and live chat messages.
• Answer product-related questions and inquiries in detail.
• Investigate, troubleshoot, document, and resolve technical issues.
• Adhere to customer support SLAs for response and resolution times.
• Coordinate and lead end-user training sessions.
• Fulfill FMX site configuration projects and adhere to timelines.
• Maintain high customer satisfaction through professional service.
• Develop internal and customer-facing documentation.
• Collaborate with the Customer Support management team to improve processes.

Skills

Communication skills

Problem solving

Rapport building

Time management

Education

BS/BA degree

Tools

Zendesk

Microsoft Excel

G Suite

Planhat

Job description

Facilities Management Express (FMX) seeks a Customer Support Specialist to be part of the Customer Success team. You will handle a high volume of tickets, calls, and live chat, providing detailed product guidance and resolving technical issues to meet SLAs.

You’ll collaborate with implementation and retention teams, train end-users, and create helpful documentation while upholding our 98% customer satisfaction standard.