Facilities Management Express (FMX) is looking for a Customer Support Specialist to join our Customer Success team. In this frontline role, you will manage a high volume of inbound support tickets, phone calls, and live chat messages while providing detailed product support to both customers and our internal implementation and retention teams.

What You'll Do

Manage a high volume of inbound support tickets, phone calls, and live chat messages
Answer product-related questions and inquiries in great 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 completion timelines
Maintain a high-level of customer satisfaction through professional and courteous service
Provide product support for the implementation and retention teams as needed
Develop internal and customer-facing documentation
Work closely with the Customer Support management team to identify new ways to streamline processes and improve workflow

What We're Looking For

1-3 years of experience in Customer Support, SaaS, or a related role
Customer-centric mindset; you strive to uphold a 98% customer satisfaction rating
Proven ability to analyze, troubleshoot, document, and resolve complex technical issues in a timely manner
Can handle a high volume of support cases and consistently meet established SLAs
Exceptional written and verbal communication skills
Skill in building rapport and relationships with customers
Proven experience working in a deadline-driven environment with great results
You take pride in your work; quality is of the utmost importance
Comfortable leading training sessions with end-users with varying levels of technical knowledge
Demonstrate a high attention to detail and excellent time management/organizational skills
Innovative mind and can use your creativity to create impactful solutions for end-users
Self-motivated and able to thrive in a fast-paced, competitive environment
You embody our core pillars: We value our work ethic, we are disciplined in our processes and responsibilities, we are coachable and seek out constructive criticism, we value results and are performance-driven, we treat each other and everyone we meet with respect and integrity
Willingness to travel a few times a year

Nice to Have

BS/BA degree is preferred
Background in customer support and/or IT helpdesk is a major plus

Technical Stack

FMX
Zendesk
RingCentral
Intercom
Microsoft Excel

Team & Environment

This role is part of a small but growing team within the Customer Success department, reporting to the Manager of Customer Support and Director of Customer Support.

Benefits & Compensation

Compensation: $52,000 base salary
100% company-paid health, dental and vision insurance
Work from home (remote-first)
Home office stipend: up to $500 for equipment and $60/month for internet
Generous PTO and UTO (unplanned time off) policies
Flexible working hours
Collaborative culture and close-knit team
Opportunities for professional growth (training, incentive program, mentorship, weekly book club)
Casual dress code
Free snacks, beverages, and office kegerator when in the office
One all-company event each year