{"id":711847,"url":"https://alion.io/job/facilityos-customer-support-analyst","title":"Customer Support Analyst","company":{"id":673462,"name":"FacilityOS","domain":"facilityos.com","url":"https://alion.io/company/facilityos","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55000,"max":62500,"currency":"CAD","period":"year","gross":null,"usd_annual":44687},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-08-28T20:18:07Z","employer_posted_date":"2026-08-28","last_verified_at":"2026-09-23T11:53:19Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"About FacilityOS\nFacilityOS 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.\nAs 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.\nIf 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.\nThis 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.\nAbout the Role\nFacilityOS 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.\nWe 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.\nKey Responsibilities\nCustomer Assistance\nProactively respond to customer inquiries and resolve issues efficiently via email, live chat, phone, and video meetings.\n\nAccurately diagnose the root cause of customer concerns and provide effective recommendations to resolve them in a positive and timely manner.\n\nTechnical Support Expertise\nAct 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.\n\nProvide clear and actionable guidance to customers and internal stakeholders.\n\nCross-Functional Collaboration\nServe as an escalation point between the Customer Support team and internal departments such as Engineering, Quality Assurance, and Professional Services.\n\nReproduce and document reported issues in detail, ensuring clear communication with technical teams to facilitate resolution.\n\nMaintain ownership of customer communication until the issue is fully resolved.\n\nProduct Expertise & Internal Enablement\nDevelop deep expertise in FacilityOS products, services, and integrations to provide insightful recommendations and creative solutions to customer challenges.\n\nContribute to knowledge-sharing by creating training materials, process documentation, help center articles, and playbooks for both internal teams and customers.\n\nProcess Optimization\nAssist in refining and optimizing existing support workflows to enhance efficiency, performance, and scalability of the Customer Support team.\n\nIdentify and implement new processes to improve service delivery.\n\nQualifications & Requirements\nExperience & Technical Skills\n2+ years of experience in a customer-facing role within a digital environment, preferably supporting enterprise-level clients with technical troubleshooting responsibilities.\n\nExperience working with products that include hardware components or managing multiple web/mobile applications is preferred.\n\nStrong 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.\n\nProficiency with customer support tools, especially Zendesk and Microsoft Office Suite; experience or interest in AI-driven support solutions is a plus.\n\nSoft Skills\nStrong problem-solving skills with a creative and adaptable approach to troubleshooting.\n\nExcellent organizational and time management skills, with the ability to prioritize tasks and work iteratively.\n\nCollaborative, team-first mindset, with the ability to work effectively across departments.\n\nA natural curiosity for technology and a desire to understand systems beyond the surface level.\n\nExceptional patience and empathy when assisting customers, maintaining professionalism in challenging situations, and effectively de-escalating issues.\n\nAt 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.\nWhy work at FacilityOS?\nWe work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:\nComprehensive health coverage\nA Hybrid work environment\nOpportunity for advancement and growth\nCatered Events, Snacks, Drinks - You won’t go Hungry!\nBirthday and Life Celebrations\nTwo annual parties in a year\nFacilityOS Commitment\nWe 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.\nFacilityOS 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.\nPlease note that all candidates must be legally eligible to work in the location in which you applied.\nBackground and Reference Checks\nAny 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.\nWe 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.\nFacilityOS thanks all candidates for their interest, however only those selected to continue in the process will be contacted.","description_format":"text","description_chars":6553,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Real Estate","Property Management","Facilities Management"],"lifecycle":[{"event":"open","at":"2026-09-11T04:57:11Z"}],"liveness":{"score":51,"band":"ok","label":"Likely open","p_open":1,"p_active":0.674,"p_room":0.75,"age_days":25,"expected_fill_days":32,"reasons":["conf:1","win:late","comp:junior"],"computed_at":"2026-09-23T05:45:00Z"},"pay":{"stated_usd_annual":44687,"is_top_pay":false},"html_url":"https://alion.io/job/facilityos-customer-support-analyst","json_url":"https://alion.io/job/facilityos-customer-support-analyst.json","meta":{"generated_at":"2026-09-23T12:16:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}