Customer Support Specialist

About The Role The Customer Support Specialist at FSI plays a vital role in ensuring our clients receive exceptional support and service. Your primary responsibility will be to assist customers via phone, email, and chat with our software products, primarily the CMS (a CMMS application), as well as other services provided by FacilitiesSurvey. You will develop and maintain training materials and documentation to facilitate customer understanding and effective use of our software. Additional duties include testing new software releases, supporting software implementation, and providing ongoing maintenance and support for our facilities management applications. The role offers opportunities for growth, including participating in marketing activities, learning new technologies, and expanding your knowledge of FacilitiesSurvey’s service offerings. You will work closely with clients to troubleshoot issues, optimize software utilization, and ensure customer satisfaction. The role requires a proactive approach to learning and problem-solving, with a focus on delivering solutions that meet client needs and enhance their operational efficiency.

Qualifications

• Proficiency in Microsoft Office Applications (Excel, Word, Access, PowerPoint, Publisher)
• Associate degree (A.A.) or equivalent from a two-year college or technical school, or 1-2 years of related experience and/or training
• Knowledge of CMS or similar facilities management software is a plus
• Experience in healthcare facilities management is advantageous
• Strong troubleshooting and problem-solving skills
• Excellent communication and interpersonal skills
• Customer-first mindset with a focus on delivering exceptional service
• Ability to work independently and collaboratively in a team environment
• High attention to detail and accuracy in documentation and ticket management
• Willingness to learn new technologies and expand role responsibilities
• Flexibility and discretion in handling sensitive information

Responsibilities

• Provide support to customers via phone, email, and chat for FSI’s software applications, primarily CMS
• Deliver training sessions and consulting services online or onsite to enhance customer understanding and software utilization
• Maintain call databases and identify common issues to improve support processes
• Conduct testing of new software releases and updates to ensure quality and functionality
• Stay informed about new features and products through independent investigation and training
• Assist customers with software implementation, offering best practices and optimization strategies
• Communicate directly with clients to diagnose, reproduce, and resolve technical issues
• Act as an account manager for assigned clients, conducting regular follow-ups and reviews
• Participate in asset inventory projects and other operational initiatives as needed
• Work independently and as part of a team to meet customer needs and company goals

Benefits

• Competitive salary range of $50,000 to $70,000, commensurate with experience and qualifications
• Remote work opportunity with some travel requirements
• Opportunities for professional growth and development
• Collaborative and innovative work environment
• Participation in impactful projects within the healthcare industry
• Access to ongoing training and learning resources