Job Description

Facilisgroup is a leading technology provider in the Promotional Products industry headquartered in Brentwood, MO. We build software-as-a-service solutions that help promotional distributors become more efficient and grow their sales. Over $1 billion of sales are processed through Facilisgroup's technologies every year. Are you looking to take your career to the next level? Do you want to work in a growing company that provides boundless opportunity for growth? Are you looking for a place to propel your career and advance your skills? If yes to the above...keep reading! Facilisgroup is a fast-moving, innovative and solution driven SaaS technology company located in St. Louis, Missouri. Our culture is high energy, and we are looking for an enthusiastic self-starter who loves to learn and work with people. This individual will have a full-time position working with the Partner/Client Experience Team. The Technical Support Specialist is responsible for providing unmatched customer service and technical support to Facilisgroup partners/clients as well as internal users. This position reports to the Partner Support Manager in our St. Louis office. We are seeking a Customer Support Specialist The position reports to the Partner Support Manager 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. * Other duties as assigned. 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. Why Facilisgroup? Through the principles of technology, supply chain and community, Facilisgroup delivers unparalleled growth to its partners within the promotional products industry. More importantly is what we deliver internally: we take care of our people. Recognized by ASI as one of the Best Places to Work , we take our dedication to company culture seriously, with a commitment to diversity, inclusion, dignity, and respect in the workplace. We strive to provide an open, friendly, and creative atmosphere where collaboration and conversation between teams and leaders is encouraged. 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 Equal Opportunity Employer Facilisgroup is committed to treating everyone with dignity and respect. All applicants will be considered for employment without regard to race, religion, age, sex, sexual orientation, gender identity, national origin, veteran, disability status, or criminal history. Facilisgroup believes in "fair chance hiring "and reserves the right to administer a criminal background check upon hiring and review criminal history.