Customer Support Specialist

About FacilityOS (Formerly iLobby):

FacilityOS is the global leader of SaaS-based enterprise visitor management system, with an easy, reliable and innovative platform that has become an integral part of day-to-day operations for major governments, banks, airports, manufacturers, and Fortune 500 companies worldwide. With FacilityOS, we help clients succeed in tracking, managing, and monitoring who is in their building – while increasing security and efficiency. At FacilityOS, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help our employees to achieve their career and personal goals and enable them to live a healthy and balanced life

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 Specialist 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 minds

et.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
• Experience with video content creation and editing is an asset but not required
• Fluency in additional languages, especially French or Spanish, is an advantage but not mandatory

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?

FacilityOS is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.We 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:

🩺Comprehensive health coverage (includes Dental and Vision coverage)

🏠A Hybrid work environment with our office based in North York, Toronto

💡Opportunity for advancement and growth

🍕 Catered Events, Snacks, Drinks – You won’t go hungry!

🥳 Birthday and Life Celebrations

🎉 Two annual parties in a year

FcailityOS 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 Canada.

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.

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

FaciltyOS Website: https://www.facilityos/com/

Follow us on LinkedIn: https://www.linkedin.com/company/facilityos

Office location: 5255 Yonge St, Suite 1500 North York, ON M2N 6P4

To apply: Please apply through the application link.