Customer Support Specialist

<p><strong>MealSuite,</strong> <a href="https://www.mealsuite.com/press-room/inc-5000-fastest-growing-company" target="_blank" rel="nofollow noreferrer noopener" class="external">an Inc. 5000 Fastest-Growing Company</a>, is a privately owned SaaS organization comprising 190+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of <strong>end-to-end foodservice technology solutions</strong> helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.&nbsp;&nbsp;</p><p>We’re looking for our next thorough and resourceful <strong>Customer Support Specialist</strong> to join our Customer Experience team.&nbsp; Reporting to the Team Lead, Customer Support, you’ll be an expert problem solver as you delve deep to provide tailor-made solutions to our customers and and help pinpoint product issues as we continuously hone and refine our technology.&nbsp;</p><p></p><p><strong>A day in the life as a Customer Support Specialist:&nbsp;</strong></p><ul><li> <strong>Ensure delivery to customers </strong>– facilitate the timely and successful delivery of solutions according to customer needs and objectives.&nbsp;</li></ul><ul><li> <strong>Be the point of contact </strong>– Field support calls, chats and emails coming into the queue for internal and external users &nbsp;</li></ul><ul><li> <strong>Manage incoming queries</strong> – Prioritize tickets, reassign based on subject and skill level, and update and track assigned tickets&nbsp;</li></ul><ul><li> <strong>Improve the technology </strong>– Troubleshoot reported issues and create defects for product to review and participate software/hardware testing&nbsp;</li></ul><ul><li> <strong>Continue to grow professionally </strong>– Research and consult manuals and training material for self-guided continued learning &nbsp;</li></ul><p></p><p><strong>If the below describe your knowledge, experience and character, this role could be for you:&nbsp;&nbsp;</strong></p><ul><li>I have experience in the foodservice, acute care, or tech industry&nbsp;</li></ul><ul><li>I gained my knowledge through 1-3 years of direct experience in customer support roles.&nbsp;</li></ul><ul><li>I have some kind of a foodservice certification, such as Food Service Manager, Certified Dietary Manager, Registered Dietician, Dietary Technician, Hopsitality Manger, or equivalent.&nbsp;&nbsp;</li></ul><ul><li>I have experience with Customer Success Management tools, such as Zendesk, Salesforce, or other foodservice tech software.&nbsp;</li></ul><ul><li>I’m exceptional at being flexible in stressful situations and being able to thrive under pressure, especially when it comes to delivering top-notch strategic solutions for customer issues.&nbsp;&nbsp;</li></ul><ul><li>I get most excited about investigating issues, solving highly analytical problems, and not stopping or following up until I have found a resolution.&nbsp;</li></ul><ul><li>I’m extra passionate about being able to explain complex topics easily and succinctly and I show a keen eye for detail.&nbsp;</li></ul><ul><li>I’m willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and Vietnam if required for role).&nbsp;</li></ul><ul><li>I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate&nbsp;</li></ul><ul><li>I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills.</li></ul><p></p><p>We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job. Your future self will thank you!&nbsp;&nbsp;</p><p></p><p><strong>More to love about working at MealSuite:&nbsp;&nbsp;</strong></p><ul><li> <strong>We are passionate people that care about others.</strong> The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology. <a href="https://www.mealsuite.com/who-we-are" target="_blank" rel="nofollow noreferrer noopener" class="external">Learn more about what we do here</a>.&nbsp;</li></ul><ul><li> <strong>We’ve built a progressive culture that values teamwork and innovation.</strong> We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve.&nbsp;</li></ul><ul><li> <strong>We’re growing sustainably.</strong> A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry.&nbsp;</li></ul><ul><li> <strong>We take care of our employees too! </strong>Here are just a few of the great things we offer:&nbsp;</li></ul><ul><ul> <li> <strong>Unlimited paid time off</strong> – yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.</li> <li> <strong>Healthcare benefits</strong> – extended health, vision, dental, and paramedical coverage, critical illness, life and disability insurance, travel medical insurance, and access to Teladoc medical experts. </li> <li> <strong>Hybrid flexibility</strong> – we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer.</li> <li> <strong>Work-life balance </strong>– this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.</li> <li> <strong>An inclusive workplace</strong> – women account for 53% of our employees and 58% of people leaders.</li> <li> <strong>Participation in our equity program</strong> – we’d love for you to share in MealSuite's success as we continue to grow!</li> <li> <strong>Opportunities for career development and advancement </strong>– we support our employees in pursuing and achieving their professional goals.</li> <li> <strong>Purposeful work with a positive community impact </strong>– more than 90% of our North American employees agree that the company’s purpose aligns with their personal values. Learn more about our values at <a href="https://www.mealsuite.com/careers" rel="nofollow noreferrer noopener" class="external">MealSuite.com/Careers</a>.</li> </ul></ul><p><strong>Have we got your attention? Great! Here’s what’s next:&nbsp;</strong></p><p>Apply today with your resume and answers to our application questions.&nbsp;&nbsp;</p><p>We’ll start reviewing candidates within two weeks of this position being posted and will reach out to you if we’d like to get to know you a bit better.&nbsp; We often get hundreds of applications for our roles (we feel very honoured that so many people are interested!) and try our best to get back to each person.&nbsp; If there’s a delay in our response, please don’t think we’ve forgotten about you.&nbsp; We may be taking our time to thoroughly review each candidate before deciding who to interview.&nbsp;&nbsp;</p><p>We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact <a href="mailto:hr@mealsuite.com" target="_blank" rel="nofollow noreferrer noopener" class="external">hr@mealsuite.com</a>.&nbsp;</p>