Facility Customer Support Specialist
Impec Group, United States
Job Description
- Are you a guru-level client support specialist?
- Do you live and breathe the support of enterprise-level clients?
Impec Group focuses on the human touch the experiences, health, safety, and wellbeing as we interact with each other in the workplace. We exist to support workplace efficiencies. Our mission is people’s success within the workplace industry. We think bigger, bolder, and dive deeper into the solutions needed to ensure people’s success. Our Workplace division seeks a Customer Success Specialist, to support our existing client base. This role strategically supports the client’s organizational goals through the day-to-day support functionalities of our service agreements. This role requires IWMS experience with emphasis on CAD/CAFM. The ideal candidate has TRIRRIGA experience as our vertical supports space planning and wayfinding within the commercial real estate industry for a minimum of one year.
- Serve as the Tier 1 point-of-contact for our portfolio of enterprise service customers for issues and requests
- Triage issues by correcting data, configuration, or impromptu user training
- Review and prioritize incoming issues and requests, dispatching as appropriate
- Maintain status on all higher-tier dispatched issues and requests ensuring prompt customer communication
- Manage customer requests and create realistic expectations for solutions
- Solution issues communicating in a way that maintains and increases user adoption and engagement
- Proactively identify potential customer issues, and effectively leverage internal teams to mitigate future problems
- Translate technical specifications and product documentation into customer-facing training materials for multiple audiences (end-users, customer helpdesk personnel)
- Identify inefficacies in processes with recommended resolution
Requirements
Minimum Qualifications:
- 1+ year help desk/dispatch experience in facilities or related field
- Exposure to a work order processing software and/or asset management program
- Exposure to an office move management program or process
- Ability to simultaneously support multiple teams
- Experience interfacing with director level and above
- Basic Microsoft Office Suite capabilities
Preferred Qualifications:
- 1+ year of experience with facilities software
- Examples: CMMS/IWMS/EAM
- Advanced Excel capabilities
- Experience with an office move management process or program
Benefits
- Choice of select medical plans
- Dental Plan
- Vision Plan
- Holiday Pay
- Simple Individual Retirement Account (IRA) Plan with employer contribution (matching up to 3%)
- A great organizational culture centered on transparency, honest communication, prescribed process, and personal responsibility.
Employment authorization will be conducted via E-Verify within the first three days of employment.
Impec Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity),national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.