Customer Support Specialist

THE COMPANY

Facilitron is a funded, fast-growing software startup partnering with schools, colleges, and municipalities across the United States to bring hundreds of thousands of facilities under one marketplace. Rental venues range from classrooms, theaters, multi-purpose rooms, gyms, pools, and fields...even entire campuses. Today, thousands of schools and other public facility owners partner with Facilitron to rent and manage their real estate assets.

While scheduling and reservations is the largest part of our platform, Facilitron offers a growing suite of products: our Works platform, where districts submit, track, and close maintenance work orders for their sites; BAS (Building Automation Services), which automates HVAC and lighting; Developer Fees, which helps districts accept developer fee payments; FIT (Facility Inspection Tool); and more to come. This role provides support for the Scheduling & Reservations and Works platforms currently, though our department is growing with the company!

THE POSITION

As part of the Customer Support Team, you will provide renters and facility owners with tier 3 platform and technical support via email and phone, resolving issues quickly, professionally, and courteously. You will also assist other teams by gathering and reporting on account data, offering personalized proactive assistance to clients, coordinating account updates, and logging customer feedback for platform enhancements.

Here's what the work looks like day to day: you'll read customer emails that are sometimes long or messy, piece together what's really being asked, and work toward a resolution using our extensive library of SOPs and internal documentation. You won't be thrown in the deep end, though; new hires go through a comprehensive 5–6 week training program with frequent shadowing and reverse-shadowing sessions, and the whole team has daily office hours where you can bring questions anytime. What we ask in return: dig into the issue and the documentation first, come to us with what you've found and what you think is going on, and retain what you learn. If you love figuring things out, take pride in a well-written reply, and get a little satisfaction from not needing to ask the same question twice, you'll thrive here.

THE TOOLS

Our team runs on macOS every day. You'll live in a Mac environment, working in the Facilitron platform, Freshdesk, and Google Suite daily while moving between multiple browser tabs and internal tools simultaneously. Phone support is a modest part of the role: typically fielding 5–10 calls in a week, not back-to-back. We meet, train, and troubleshoot over Zoom, including live screen-sharing. You don't need to be an engineer, but you should be the kind of person who resolves their own tech hiccups (audio not working, browser acting up, display settings) without waiting for someone to fix it for you.

THE LOCATION

US - Remote

Though the company's headquarters is in Los Gatos, California, our growing East Coast office is located in downtown Athens, Georgia, and offers a fast-paced, customer support-oriented environment. This position can be done remotely.

THE SKILLS

To succeed in this position, candidates should have exceptional verbal and written communication skills (including typing, spelling, and grammar) as well as computer and problem-solving skills. You should be resourceful, analytical, adaptable, and organized. Candidates should display thought leadership, data analysis, and strategic thinking.

THE OPPORTUNITY

Facilitron is a team-oriented company that values our team members and supports their career goals. As a fully funded startup, we offer competitive salaries and option packages, health insurance benefits, and a flexible vacation policy. We believe learning is a lifestyle, so we provide hardware and software tools and opportunities to work with other departments, including product, operations, sales, and marketing. You'll also start with a comprehensive 5–6 week training program which includes hands-on shadowing, reverse shadowing, and daily team office hours. We aim to set you up for success from day one.

The Customer Support Specialist position is a full-time, 40-hour/week position with a starting salary of $44,000 per year. After successful performance reviews (conducted yearly), pay can increase with continued opportunities to advance into a Customer Success position.

This role includes light after-hours support: about 1–2 days a month (you sign up ahead of time), you'll simply need to be available in case an emergency call comes in. These are limited to urgent situations like facility lockouts, and often no call comes at all. We'll cover the details in your first-round interview.

Customer Support Specialist Responsibilities:

• Interact with customers via phone and email, focusing on tier 3 platform and technical support
• Independently research, resolve, and document customer inquiries, aiming for first-contact resolution
• Work alongside an offshore team to provide customer support, follow-up, and policy enforcement
• Document all issues, resolutions, and follow-up actions clearly enough that a teammate could pick up where you left off
• Provide consistent, high-quality, empathetic support to all customers
• Handle problem resolutions that may require follow-up and/or escalation to a higher level of expertise or another department, with your investigation notes attached
• Contribute to account oversight, data reporting, and policy enforcement
• Build proactive relationships with high-priority clients and users, with a focus on user empowerment
• Pitch in on short-term projects that come up weekly across the team, with opportunities to take on longer-form projects once you've settled into the role

Basic Job Qualifications and Skills:

• 4-year college degree
• Outstanding verbal and written communication, active listening skills, including the ability to speak, read, and write fluently in English; Spanish bilingual skills are a major plus
• Computer proficiency, including the ability to easily navigate and toggle between multiple screens and platforms, talk and type at the same time, and troubleshoot basic computer issues
• A data-driven approach to problem-solving and strategy
• Helpful and proactive manner
• Great interpersonal and administrative skills
• Self-motivated
• Experience working in a team

Preferred Job Qualifications and Skills:

• Experience working in customer support or the SaaS industry
• Experience with Google Suite
• Experience with Mac OS
• Experience with Atlassian Suite
• Experience with Freshdesk, or other help desk ticketing software
• Experience with data analysis and reporting
• Spanish language skills preferred
• Strong troubleshooting skills
• SaaS platform tools

Required Technical Job Requirements:

• Experience with computers
• Experience with email and internet browsers

Job Type: Full-Time

Pay: $44,000

This job will require you to pass a background check.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Education
:

• Bachelor's (Required)