Customer Support Specialist

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization with 140 team members across Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Through our foodservice technology system, we help operators across healthcare and aging services save time, reduce food waste, and meet regulatory requirements, so they can improve the quality of patient and resident care. 

We are looking for a Customer Support Specialist to join our Customer Support Team. In this role, you will use MealSuite’s food service management applications to support end users via phone, chat, and email. You will feel empowered to use your knowledge of the food service industry and our applications to propel each user to long-term success.

This position is perfect for an energetic person who likes to interact with customers and who is good at managing expectations while having the patience to walk people through a series of steps over the phone or online. This could be a long-term career position for somebody who really enjoys working on the phone, or it could be a steppingstone to other positions within the company, from training to customer success management or even product design.

If you are passionate about working with customers and have an interest in customer service, food service or healthcare, this is the perfect position for you.

A Day in the Life as a Customer Support Specialist:

• Field support calls, chat, email, and / or other communications from users with software or hardware inquires and / or similar concerns from external and internal customers
• Track assigned support tickets
• Solve problems using your knowledge of our systems, hardware, and procedures
• Guide users through diagnostic and troubleshooting processes, which may include using diagnostic tools and software and / or following verbal instructions
• Consult user guides, manuals, and other documents to assist in answering inquiries
• Report system defects / issues to the product and development team
• Participate in system and hardware testing

Your Work Schedule:

We are looking for a new teammate to work an 8:30-5:30 MT day shift, Monday to Friday. Please note that there may be circumstances in which you would be required to work on holidays.

If the below describe your knowledge, experience and character, then this role could be for you:

• I have 1-3 years of experience in a customer service support role, with preference for a contact center environment
• I have a background in nutrition/dietetics or healthcare foodservice
• I possess a customer-centric attitude and excellent relationship-building skills
• I have strong analytical and problem-solving skills and an intrinsic desire to follow-up with customers on support issues until resolved
• I exercise critical thinking and attention to detail to help customers identify system issues, make improvements, and achieve their goals
• I possess strong verbal and writing communications skills and can explain complex topics easily to customers with limited technical experience
• I have a proven ability to manage time and prioritize tasks
• 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
• I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate
• 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

More to love about working at MealSuite:  

• We are passionate people that care about others. 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. Learn more about what we do here. 
• We’ve built a progressive culture that values teamwork and innovation. We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve.  
• We’re growing sustainably. A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry.
• We take care of our employees too! Here are just a few of the great things we offer: 
• Unlimited paid time off – yeah, you read that r