Facilisgroup’ s vision is to be the industry leader in digital commerce providing a combination of integrated products that offer the full suite of technology required for entrepreneurial businesses to grow and professionalize. Facilisgroup provides a SaaS-based platform to support the operations of SME promotional product distributors based in the United States and Canada.
Job DescriptionFacilisgroup has a full-time internal Customer Support Specialist opening based in St. Louis, MO. The role is responsible for providing unmatched customer service and technical support to Facilisgroup partners/clients as well as internal users.
Qualifications
You are a good fit if you:
- Enjoy technology, problem-solving and helping others
- Work well under pressure in a fast-paced environment
- Have a hunger for knowledge and a need to learn something new every day.
- Are passionate about delivering best-in-class customer service
- Want to make a difference and contribute each day
In this role you will:
- Deliver “best of class” customer service with timely, pragmatic advice and resourceful resolutions.
- Communicate effectively, efficiently, and clearly through chat, email, and phone.
- Be the partner/client’s first point of contact for support and technical needs related to our SaaS proprietary software offerings.
- Serve as the Facilisgroup subject matter expert for both external partners/clients as well as internal users on our proprietary software and related processes.
- Document and research issues by utilizing existing resources and creating new ones when needed.
- Test, validate and escalate reported system or process issues.
- Communicate system outages and timelines to entire organization if they occur.
- Share FAQs with management and partner with the training team to develop educational ticket reducing solutions.
- Handle Facilisgroup and our partner/client’s sensitive information with the appropriate level of confidentiality.
- Take an active “document what I learn” approach in the development of our internal knowledge base to share what you know with others.
As a Customer Support Specialist, you bring with you:
- Bachelor’s degree
- Minimum 1-3 years relevant customer support experience, preferably with a SaaS company
- Strong written and verbal communication skills
- Strong listening and comprehension skills
- Demonstrated ability to quickly learn new technologies, troubleshoot and communicate in detail.
- Analytical problem-solver who takes ownership through resolution.
- Proficient in resolving time-sensitive customer issues.
We provide:
- A flexible “hybrid” work environment
- A forward-thinking path to success with competitive pay and plenty of opportunity for growth
- Healthcare coverage, including health, dental, vision and flexible spending
- Exceptional retirement matching to make saving for the future even more rewarding
- Market-leading paid time off and paid holidays to enjoy your other passions in life
- Annual volunteer time to devote toward a passion project or volunteer option you love
- New parent perks like additional paid leave and flexible scheduling
All your information will be kept confidential according to EEO guidelines.
Skills Required
- Bachelor's degree
- 1-3 years of relevant customer support experience, preferably with a SaaS company
- Strong written and verbal communication skills
- Strong listening and comprehension skills
- Ability to quickly learn new technologies, troubleshoot, and communicate in detail
- Analytical problem-solving skills and ownership through resolution
- Proficiency in resolving time-sensitive customer issues
What We Do
Facilis is the market-leading management consulting and technology services group dedicated to delivering business growth for promotional products distributors. Facilis provides the industry’s only fully integrated infrastructure for Web-based business automation, results-driven sales processes, high impact marketing programs, buying leverage, best practises consulting, graphic services and more. Facilis combines its industry expertise with leading edge technology to deliver significantly increased sales, improved profits, and reduced operating expenses for its partners, all under their own brand identity.
