Customer Support Specialist

Facilisgroup’ s vision is to be the industry leader in digital commerce providing a combination of integrated products that offer the full suite of technology required for entrepreneurial businesses to grow and professionalize. Facilisgroup provides a SaaS-based platform to support the operations of SME promotional product distributors based in the United States and Canada.

Facilisgroup has a full-time internal Customer Support Specialist opening based in St. Louis, MO. The role is responsible for providing unmatched customer service and technical support to Facilisgroup partners/clients as well as internal users.

You are a good fit if you:

• Enjoy technology, problem-solving and helping others
• Work well under pressure in a fast-paced environment
• Have a hunger for knowledge and a need to learn something new every day.
• Are passionate about delivering best-in-class customer service
• Want to make a difference and contribute each day

In this role you will:

• Deliver “best of class” customer service with timely, pragmatic advice and resourceful resolutions.
• Communicate effectively, efficiently, and clearly through chat, email, and phone.
• Be the partner/client’s first point of contact for support and technical needs related to our SaaS proprietary software offerings.
• Serve as the Facilisgroup subject matter expert for both external partners/clients as well as internal users on our proprietary software and related processes.
• Document and research issues by utilizing existing resources and creating new ones when needed.
• Test, validate and escalate reported system or process issues.
• Communicate system outages and timelines to entire organization if they occur.
• Share FAQs with management and partner with the training team to develop educational ticket reducing solutions.
• Handle Facilisgroup and our partner/client’s sensitive information with the appropriate level of confidentiality.
• Take an active “document what I learn” approach in the development of our internal knowledge base to share what you know with others.

As a Customer Support Specialist, you bring with you:

• Bachelor’s degree
• Minimum 1-3 years relevant customer support experience, preferably with a SaaS company
• Strong written and verbal communication skills
• Strong listening and comprehension skills
• Demonstrated ability to quickly learn new technologies, troubleshoot and communicate in detail.
• Analytical problem-solver who takes ownership through resolution.
• Proficient in resolving time-sensitive customer issues.

We provide:

• A flexible “hybrid” work environment
• A forward-thinking path to success with competitive pay and plenty of opportunity for growth
• Healthcare coverage, including health, dental, vision and flexible spending
• Exceptional retirement matching to make saving for the future even more rewarding
• Market-leading paid time off and paid holidays to enjoy your other passions in life
• Annual volunteer time to devote toward a passion project or volunteer option you love
• New parent perks like additional paid leave and flexible scheduling

All your information will be kept confidential according to EEO guidelines.